Strategic Operations Leader

3 weeks ago


Perth, Western Australia Pioneer Credit Full time

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

  1. Oversee the performance of our contact centre operations in Perth and Manila, ensuring alignment with Pioneer's objectives.
  2. Lead a team of 350+ contact centre members, Team Leaders, and Operations Managers across two countries, fostering a culture of excellence and high performance.
  3. Accountable for contact centre revenue exceeding $160m, collaborating with cross-functional teams to drive growth and efficiency.
  4. Monitor and analyse key metrics, providing regular revenue guidance and monthly performance reporting to inform strategic decisions.
  5. Collaborate with Risk & Compliance to enhance compliance and risk culture within the operation, ensuring a robust and secure environment.
  6. 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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