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Regional Operations Director

2 months ago

Central Highlands Regional, Australia OnTalent Full time
Lead Client Service Delivery Across Regional Queensland

Drive Customer-Centric Change in a New Era

At OnTalent, we are committed to creating a single integrated transport network accessible to everyone. With a strong focus on delivering innovative and sustainable transport solutions, we play a crucial role in connecting communities and enhancing the quality of life for all Queenslanders. United by a shared purpose, we focus on making tangible differences through our delivery-focused approach, ensuring that the transport infrastructure meets the evolving needs of the population.

The role of the Regional Operations Director is to provide strong strategic and operational leadership of client service delivery across Regional Queensland. The role will drive a culture of agility and customer service excellence during a time of rapid change and opportunity.

Some of your key responsibilities will include:

  1. Developing and Implementing Strategic Business Plans

Provide vision and influence strategic business planning which promotes innovative business performance strategies to prepare the business for emerging trends and opportunities such as omnichannel service delivery, customer empowerment, process automation and improvement, channel load balancing, technology disruption, and new resourcing models.

Leading a Frontline Workforce

Provide leadership and accountability in Regional Queensland for a frontline workforce of 200+, over 60+ facilities, plus a 200+ frontline workforce in the Customer Contact Centre and Customer Service Operations that provides excellence and sustainability of front-line service provision in an omnichannel way.

Developing Service Strategies and Approaches

Develop and drive service strategies and approaches in collaboration with the Executive Director Operations (Metropolitan), Product Managers, and Regional Area Leads, to achieve whole of state performance in line with policy direction, demand forecasting, product plans, and customer experience principles whilst managing the tension between productivity and quality of service.

Positioning Customer Services Branch as a Leader

Position Customer Services Branch as the preeminent service delivery organisation for government in Queensland by leading and being accountable for the delivery of high-quality services on behalf of external agencies and proactively building strategic business alliances and partnerships with service delivery partners.

With a proven ability to deliver high-quality customer service in an omnichannel environment, you will have excellent communication, negotiation, and leadership skills. Adaptable to Change and possessing a strong track record of proactive learning and development, you will consistently challenge established practices, explore opportunities for business improvement, and adeptly guide teams through challenging situations.

Joining OnTalent means becoming part of a team dedicated to improving the lives of Queenslanders through innovative transport solutions. We offer the opportunity to work on meaningful projects that make a real difference. Our employees enjoy a collaborative and supportive work environment, driven by a shared purpose and commitment to excellence.

By joining OnTalent, you will contribute to shaping the future of Queensland's transport infrastructure, ensuring a more connected and accessible state for all.