Strategic Operations Leader

1 day ago

Chatswood, Australia McMillan Shakespeare Limited Full time

At McMillan Shakespeare Limited, our vision is to be a trusted partner, simplifying complexities and turning challenges into opportunities. We strive to enhance our customers' financial wellbeing and empower their aspirations through tailored solutions.

The Head of Operations will play a key role in shaping the future of our Plan and Support Services (PSS) business. This is an exciting opportunity to lead a high-performing team, drive operational excellence, and contribute to the company's success.

Business Unit Delivery and Strategic Planning

  • Provide exceptional service to customers, supporting business growth and retention objectives.
  • Develop and execute a comprehensive strategic plan, aligning with the company's strategy and long-term objectives.
  • Collaborate with cross-functional teams to ensure strategic initiatives are integrated into PSS plans and operations.
  • Build and maintain strong relationships with key internal and external stakeholders, partnering to effectively influence and realise business growth and retention objectives.
  • Drive the translation of strategic goals into actionable plans, ensuring clear communication and understanding at all levels.
  • Monitor and evaluate the effectiveness of strategic initiatives, making data-driven adjustments as necessary.
  • Develop executive and board-level strategic updates on progress and business performance against strategy.
  • Lead the Operations team with a forward-thinking approach, anticipating future challenges and opportunities.
  • Accountable for financial budgets, monitoring revenue, margin, and expense performance.
  • Ensure compliance with legislative, regulatory, and employer policy requirements.

Customer Focus

  • Deliver unmatched value to customers through extraordinary execution and performance standards.
  • Define and reinforce operational process standards to ensure customer expectations are met.
  • Deliver high-quality customer experiences, enhancing customer advocacy and Net Promoter Score.

People and Culture Leadership

  • Provide ongoing leadership, empowerment, supervision, coaching, support, and feedback to grow potential and address capability gaps.
  • Build effective teams by implementing actions to leverage individual and collective performance.
  • Actively invest personal time in the management and development of the Operations leadership team.

Continuous Improvement and Data Analytics and Insights

  • Drive business improvement outcomes with a focus on building synergies across functions.
  • Leverage data analytics and insights to inform strategic decisions and ensure alignment with business objectives.
  • Utilise advanced data tools and methodologies to analyse trends, forecast outcomes, and drive operational excellence.
  • Champion a culture of evidence-based decision making, encouraging data-driven hypotheses validation.

Requirements

  • Minimum 10 years' experience in Customer Service/Contact Centre management, with a focus on workforce planning and customer experience.
  • Proven ability to lead large successful teams to achieve operational results and high levels of engagement.
  • Strong leadership and change management skills through workforce and process improvements.
  • Experience in project management, budgeting, and planning.
  • Ability to co-ordinate business process change from strategy through to implementation.
  • Knowledge and understanding of the NDIS and disability sector desirable but not essential.
  • Tertiary qualifications in Business, Finance, or related discipline preferred.

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