Process and Operations Lead

2 weeks ago

Sydney, Australia Percepta Full time

Process and Operations Lead
AU-NSW-Sydney

**Description**:
Do you have excellent customer service skills? Do you want to join a luxury brand?

Join our team as a **Process and Operations Lead**and immerse yourself in a role where every interaction is an opportunity to exceed expectations and turn challenges into triumphs

**What We Offer**:

- **Vibrant Culture**:Experience our values in action every day, fostering a supportive environment where your voice matters and your contributions are celebrated.
- **Team Spirit**:Join a close-knit team that values collaboration, growth, and open communication, empowering you to thrive in a dynamic environment.
- **Diversity & Fun**:Embrace diversity and inclusivity in a workplace that values individuality and encourages fun, fostering a sense of belonging for all.

We are seeking **Process and Operations Lead** who is responsible for enhancing day-to-day operations by sharing knowledge, overseeing team rostering, caseload management and coaching to case progress, and guiding cases to resolution.

The Process and Operations Lead addresses questions regarding processes, works with the Senior CRC Executive to improve performance, and manages key elements of operations such as loan vehicle reporting, aged case progress to reduce buyback risk, and ensuring all cases have regular customer contact in line with luxury brand expectation

The role supports the Senior CRC Executive responsibility for MD/ Escalated cases as required.

**Your Role**:

- Responsible for day-to-day operations by overseeing team rostering, caseload management, providing floor support, case direction, and knowledge sharing
- Actively drive aged cases to resolution inline with KPIs, ensuring appropriate escalation to client and leadership team
- Provides side by side guidance to CRC Executives with a view to ensure policies and procedures are followed and at the same time improving the customer experience and CSI results
- Support Operational Manager in responding to client requests
- Identify process breakdowns and work closely with leadership team and/or client on operational optimisation

**What You Bring**:

- Completed a High School Certificate
- Formal qualification/certificate preferred
- 3 years’ experience in a similar role: process improvement, people leadership, process improvement and caseload management
- 3 years’ experience in a customer service role
- Knowledge of and rostering
- Knowledge of reporting and data analysis
- Knowledge of Percepta Human Resource Policies and Procedures: Employee Relations / Corrective Action; Coaching and Feedback; Behaviour Based Interviewing; Harassment / Professionalism in the Workplace; Reliability and Time Keeping
- Advanced knowledge of Microsoft office suite including Words, Excel, Powerpoint and Outlook
- Strong time management, organisation and planning skills. Proven ability to prirotise, multi-task, adapt and drive engagement in a fast paced, results driven environment
- Ability to be persuasive, when needed, in communications.

**What You'll Get**:

- Monday to Friday role
- No weekend work
- Free onsite parking
- Walking distance to Mascot train station
- Tuition Reimbursement
- Employee Assistance Program

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