Operational Excellence Manager

Operational Excellence Manager
- 12 month fixed-term contract
- Melbourne based

We're REA
- REA Group

is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Which team is this in

The Customer Solutions & Operations team exists within a broader function called the Customer Group. The Customer group includes the sales, marketing, success and service delivery teams where together we provide the best experience to our customers.

Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including - customer onboarding, advertising operations, product fulfilment, help & support and feedback management.

Day to day of the job

The Operational Excellence Manager is responsible for embedding continuous improvement mindsets and principles into Customer Solutions & Operations ways of working. The aim is to drive greater value for customers and to create a centre of process excellence that can be leveraged across the broader business

While no two days are ever the same, you’ll be:

- Delivering operational excellence for high volume operational activities, including customer onboarding, servicing and credit management; ensuring scalability
- Driving a culture of continuous process improvement at all steps of the Customer journey; working both internally and with the other Lines of Business to identify and implement ongoing quality and efficiency improvements
- Custodianship of our operational excellence framework, aligned to business goals, to drive sustainable and continuous improvement
- Embedding operational excellence mindsets, principles and tools into the ways of working
- Coaching and enabling teams in lean process management, problem solving and solution development
- Building a centre of operational excellence with frameworks and tools that are re-usable across REA
- Ensuring a strong performance management and measurement framework to track progress against goals and support prioritisation and decision making
- Governing the effective delivery of Op Ex strategic initiatives aligned to business goals

Who we’re looking for
- Someone with runs on the board: Previous operational excellence management experience, preferably in a service environment
- Qualified in continuous improvement methodologies - e.g. Lean - and experience designing and delivering operational excellence frameworks and tools
- The ability to influence the organisational system to embed continuous improvement as a mindset and way of working
- Proven experience coaching staff in continuous improvement tools and systems and enabling performance uplift - e.g. through quality assurance systems and training
- Looks at tricky situations through a solutions-focused and customer-focused lens
- Work productively in a fast paced and agile environment - #gsd (urban dictionary will help on this one)

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development - both professionally and personally. Your experience with us is something we take seriously.

We offer:

- A hybrid and flexible approach to working - Flexible parental leave offering for primary and secondary carers
- Programs to support mental, emotional, financial and physical health & wellbeing
- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
- Hack Days so you can bring your big ideas to life
- Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, ded