Senior Operations Manager

4 weeks ago

Sydney, New South Wales, Australia Transurban Full time

At Transurban, we're committed to enhancing road safety, intelligence, and sustainability through innovative solutions that tackle transportation challenges. Our Customer Solutions and Australia Markets Partnering (CS & AMP) division plays a pivotal role in this mission by transforming the customer experience.

About the Role

This position will contribute to the success of Customer through the day-to-day leadership of the Transurban Customer Payments and Operations team. As a key member of the team, you will serve as the Second-in-Command (2IC) to the Senior Manager of Customer Payments and Operations, overseeing customer billing and operational functions to ensure accuracy and completeness through robust process and system controls.

Key Responsibilities

  • Hands-on management of work prioritization, intra-day monitoring of productivity/service levels.
  • Deliver productivity and service level consistency through short and longer-range resource planning.
  • Demonstrate curiosity in diving deep into supporting data to proactively uncover potential issues/opportunities.
  • Monitor the underlying control environment and undertake periodic Quality Assurance testing.
  • Support incident root cause investigation and management.
  • Promote a culture of compliance awareness, risk management, and control throughout the function.
  • Provide in-depth analysis and recommendations to improve operational performance, customer experience, and minimize financial, operational, and regulatory risk.
  • Identify and implement appropriate reporting controls for the CS&OE function to enable opportunities for improvement to be identified.
  • Active oversight of daily operations performance metrics, across the detail and diving deep into data to proactively uncover potential issues/opportunities.
  • Establish and regularly review team priorities, performance objectives, and provide ongoing coaching and feedback to team members.
  • Execute effective people processes and practices, including conduct of performance and talent reviews, management of employee performance or conduct matters, management of annual leave liability, and completion of risk and compliance obligations (e.g., compliance learning) in Workday.

Requirements

  • Proven 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.
  • Strong experience with operational disciplines, and an intimate understanding of process, underlying technology, and commercial requirements.
  • Demonstrable background in driving productivity and service improvement through hands-on operations leadership – including capacity forecasting, workflow prioritization, performance management, and coaching.
  • Experience leading complex operational teams, experienced in managing change, embedding operational improvement, delivering key productivity and financial targets, demonstrated performance improving risk profile.
  • Able to demonstrate leadership capability across all Operations Excellence dimensions.
  • Ability to critically think and solve problems across more complex environments utilizing data and sound judgment.
  • 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.

About Transurban

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. We treat everyone with fairness, consideration, and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions, and concerns.

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