Strategic Operations Leader
3 weeks ago
About the Role
We are seeking a seasoned leader to join our Senior Leadership Team as Head of Operations. Reporting to the Chief Operating Officer, this individual will play a vital role in driving the development, execution, and achievement of Pioneer Credit's Operations strategy.
Your Responsibilities
- Oversee the performance of our contact centre operations in Perth and Manila, ensuring alignment with Pioneer's objectives.
- Lead a team of 350+ contact centre members, Team Leaders, and Operations Managers across two countries, fostering a culture of excellence and high performance.
- Accountable for contact centre revenue exceeding $160m, collaborating with cross-functional teams to drive growth and efficiency.
- Monitor and analyse key metrics, providing regular revenue guidance and monthly performance reporting to inform strategic decisions.
- Collaborate with Risk & Compliance to enhance compliance and risk culture within the operation, ensuring a robust and secure environment.
- Partner with People & Capability to deliver an exceptional employee experience across the lifecycle, promoting a culture of belonging and growth.
What We're Looking For
- 10+ years of senior leadership experience in contact centre roles with revenue responsibility.
- Strong performance orientation, exceptional communication, and leadership skills.
- Analytical and strategic thinker with a deep understanding of financial acumen.
- Experience in contact centre technology and analytics, preferably in financial services.
About Pioneer Credit
At Pioneer Credit, we value our team members and strive to create a culture of belonging. We welcome and celebrate diverse backgrounds, cultures, and beliefs, offering a supportive and inclusive work environment.
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