Operational Excellence Manager

4 days ago

Sydney, New South Wales, Australia Transurban Full time

About Transurban

Transurban's commitment to enhancing road safety, intelligence, and sustainability is evident through its innovative solutions that tackle transportation challenges. The Customer Solutions and Australia Markets Partnering (CS & AMP) division plays a pivotal role in this mission by transforming the customer experience. This division adopts a comprehensive approach, integrating employees, processes, and technology to improve customer interactions.

About the Role

As the Operational Excellence Manager of Concentrix, you will play a key role in driving the success of the CS Partnerships division by overseeing the performance of Transurban's outsourced collections service provider. Your leadership will be vital in ensuring that all contracted performance standards are met across all Transurban brands while delivering an exceptional customer experience. You will lead an internal team, managing day-to-day operations, and fostering strong, positive relationships with both internal and external stakeholders.

Key Responsibilities

  • Develop and deliver strategies to drive increased Concentrix annual collections in conjunction with Customer Solutions & Australian Markets Partnering leadership team (CS&).
  • Active oversight of daily operations performance metrics, across the detail and diving deep into data to proactively uncover potential issues/opportunities.
  • Hands-on management of work prioritisation, intra-day monitoring of productivity/service levels.
  • Ensure Concentrix has robust control environments that are operating effectively to ensure completeness/quality/compliance of operations, with a focus on preventative controls and detective exception reporting.
  • Drive continuous improvement and uplift: Ongoing review of collection strategies to identify trends and patterns and provide ongoing inputs into training, development, and process improvement to maximise revenue.
  • In collaboration with CS& leadership team, ensure that Credit management processes are established, documented to required standard, are met by the system and system changes are reviewed and approved.
  • National approach to contract and performance management of debt collection agencies.
  • Accountable for ensuring timely and comprehensive incident notification, root cause investigation and management by Concentrix.
  • Identify and implement appropriate reporting controls for the Concentrix to enable opportunities for improvement to be identified.

Requirements

  • Experience leading complex operational teams, experienced in managing change, embedding operational improvement, delivering key productivity and financial targets, demonstrated performance improving risk profile.
  • Proven Collections operations leadership experience gained in banking and financial services environment.
  • Subject matter expertise relating to collection practices and regulatory obligations.
  • Result driven, with a proven ability to effectively agitate for change both internally and externally.
  • Demonstrable background in driving productivity and service improvement through hands-on operations leadership – including capacity forecasting, workflow prioritisation, performance management and coaching.
  • Able to demonstrate leadership capability across all Operations Excellence dimensions.
  • Ability to critically think and solve problems across more complex environments utilising data and sound judgement.
  • Excellent numerical accuracy and attention to detail.
  • Exceptional verbal and written communication skills.
  • A manager who is passionate about developing and maintaining relationships and bringing people together.
  • Extensive stakeholder management.
  • Well-developed critical thinking skills and ability to develop innovative solutions.

What We Offer

  • A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.
  • 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.
  • Learning and development opportunities to support your career interests.
  • Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more.
  • Share offers and insurance benefits.
  • Social activities, community give-back programs and paid volunteer days.

About Us

We are a company that values diversity and inclusion, and we are committed to creating a workplace where everyone feels comfortable and safe to express their ideas, questions, and concerns. We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

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