Strategic Operations Leader, Digital Experiences

5 days ago

Council Of The City Of Sydney, Australia EFinancialCareers Ltd. Full time

As a highly experienced leader in digital operations, you will drive the strategy and delivery of exceptional customer experiences at EFinancialCareers Ltd.

The Head of Operations, Digital Experiences role involves developing and implementing operational policies, standards, and procedures to ensure an outstanding customer experience. You will lead an exceptionally experienced Digital Operations team, reporting to the Centre of Excellence Lead.

You are adept at coordinating and managing multiple departments and stakeholders towards achieving operational objectives. Your strong leadership skills, coupled with your ability to drive operational excellence, will be crucial to your role.

Key responsibilities include overseeing the development of operational strategies, designing and implementing process improvements, and ensuring the effectiveness of digital business operations. You will work closely with the Centre of Excellence Lead and Crew Leads to achieve these objectives.

A strong understanding of digital operations, incident management, and ideally financial services is essential for this role. You will think strategically to find opportunities to reduce and manage risk for our people, processes, and technology.

Our diverse teams are dedicated to learning, sharing knowledge, and continuous improvement. Innovation, passion, and creativity shape our culture. We strive to be the best in digital, pushing boundaries to provide an unrivalled personalised user experience across every product.

Responsibilities:
  • Develop and implement operational strategies and objectives to ensure the organisation meets its goals and OKRs related to incident management and response.
  • Supervise, manage, and lead operational teams to meet digital business goals.
  • Proactively work with Enterprise Services to ensure a consistent and reliable operation of digital assets.
  • Lead in the planning and communication of system changes which impact the availability of digital features and functions, minimising disruption to our customers.
  • Effectively manage defects found by detailing out steps to recreate and setting appropriate priorities and severities.
  • Review customer feedback and proactively monitor digital customer-facing systems to detect problems, managing incidents and defects through to root cause resolution.
  • Report issues to appropriate groups to expedite and ensure resolution in a timely manner.
  • Develop a strategic plan and review cycle to increase efficiency, security, and performance within the operations team - systems, processes, policies, and best practices.
  • Work closely with L1 and L2 risk stewards to effectively manage and mitigate risks arising within the Digital Domain.
  • Perform quality controls and monitor production KPIs, tracking and reporting on operational performance to senior management.

We're interested in hearing from an experienced senior leader with relevant skills and experience including:

  • Proven experience as Head of Operations, Operations Director, or similar leadership role, particularly in Financial Services.
  • Experience with enterprise services and operational efficiency.
  • A track record of building and leading high-performing operational teams who see through complexity to drive simpler and better customer experiences.
  • Experience identifying, managing, and mitigating digital risks along with interpreting policy to implement and leverage control frameworks in the digital domain.
  • Strong leadership and team management abilities.
  • Excellent organisational and communicational skills.
  • Proficient in Microsoft Office Suite and other business software like Jira.

According to industry standards, this role comes with an estimated annual salary of $250,000. However, please note that salaries may vary based on individual qualifications and experience.

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