Director of Service Delivery

22 hours ago

Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $150,000
Senior Operations Director Role

This is a high-level leadership position within our service operations team. As Senior Operations Director, you will be responsible for overseeing the delivery of excellent services to our customers.

Main Responsibilities
  • Leadership and Team Management
    • Lead and coach a team of experienced managers who oversee customer service, collections, hardship, complaints, quality, and learning processes
    • Support team wellbeing, cohesion, and performance through clear priorities, regular check-ins, and responsive problem-solving
  • Service Delivery and Performance Management
    • Ensure core operational KPIs and SLAs are consistently met
    • Proactively manage team capacity, volume fluctuations, process blockers, and system issues to protect turnaround times and customer outcomes
  • Customer Experience and Complaint Resolution
    • Champion high-quality, empathetic service delivery that reflects our brand and values
    • Support the team in managing complex complaints or escalations and ensuring timely resolution and clear communication
  • Collections and Hardship Oversight
    • Ensure responsible and compliant collections and hardship processes are maintained
    • Monitor effectiveness of repayment strategies, hardship resolutions, and customer contact approaches
  • Quality Assurance and Learning
    • Oversee QA frameworks and learning programs to ensure consistency in service delivery, identify trends in errors or coaching opportunities, and maintain capability across customer-facing roles
  • Process Improvement and Optimization
    • Work with functional leads to identify, prioritise, and implement improvements in processes, documentation, and ways of working
    • Focus on pragmatic, achievable changes to remove friction and boost efficiency
  • Risk and Compliance Management
    • Maintain oversight of compliance obligations and operational risks within the servicing domain
    • Ensure processes align with internal policies and relevant regulatory requirements
    • Escalate emerging risks or issues as needed
  • Cross-functional Collaboration
    • Liaise with Product, Tech, Credit, and Legal to support issue resolution and BAU change delivery
    • Ensure servicing requirements are considered in cross-team initiatives

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