Operational Excellence Manager

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

**About Us**

Through local expertise and global scale, we at **Global Payments **Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, **Sentral, **Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.

**Sentral **, is a proven web-based software solution that seamlessly manages school administration, student data and parent engagement. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 3,000 schools across Australia.

**About the role**

Reporting to the Head of Customer Support the **Operational Excellence Manager **is responsible for leading the Customer Experience, Continuous Improvement, Knowledge Management and Advanced Support teams to ensure that operational goals are achieved.

This is a customer-centric role that drives service excellence, defines operational performance standards, streamlines processes to enhance support operations and provides efficiencies whilst developing a high-achieving culture.

Promoting operational integrity and being the forerunner in identifying trends, challenges, and opportunities, other key areas of focus will include:

- Building a culture that is consistent with Sentral's vision, purpose, values and strategy;
- Capturing & sharing information pertaining to incidents and requests and interfacing with internal Sentral technical teams to resolve issues or enquiries.
- Specifying and build tools to improve the speed and quality of Customer support;
- Analysing support workflows and defining strategies to improve productivity and effectiveness;
- Defining and implementing projects that will simplify and transform the client experience including digital support.
- Helping shape, design and lead the rollout of new support channels and service offerings.
- Preparing performance & trend reports by collecting and analysing data from the Customer Support functions.
- Designing and cultivating processes across other functions to remove bottlenecks and boundaries with the end-to-end support so there is continuous improvement and an enriched overall customer experience.

**About you**

A customer focused, engaging and inspiring leader, you will have significant experience in frontline customer support management covering customer operations and incident support with **SaaS products **.

You will be able to demonstrate a history of building high performing teams whilst increasing customer satisfaction, organic growth and retention.

**You will also bring**:

- Demonstrated experience using Customer Managements tools preferably SalesForce and understanding with defining support processes;
- A track record of business process improvement;
- Ability to delegate responsibilities and actions successfully to staff throughout the business;
- Experience with staff scheduling and performance tracking metrics;
- Strong analytical skills and ability to provide strategic insights for continual service improvements;
- Strong negotiation and influencing skills with evidence of engaging successfully;
- Experience in managing cross team projects to completion.

**Please note that you must have
- Full work rights in Australia
- Ability to obtain a Working with Children Check Ability to obtain an Australian Federal Police Check

**Our benefits**

**We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.**

We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a **flexible working **rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of **wellbeing resources **we offer, use your breaks and your leave including **Birthday Leave.
We provide a first class **employee assistance program **that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

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