Sales Support and Operations Manager

**Sales Support And Operations Manager**:
**Date**:23 Jan 2025

**Location**: Macquarie Park, Australia

**Company**:Singtel Group
- Business Unit: Customer Solutions
- Reporting to: Rhonda Thompson, AD, Channel Operations Support
- Location: Sydney
- Talent Acquisition Partner: Dmitry Dyakin

**It starts with YES**

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

The Sales Support and Operations Manager leads a cross-functional team of Sales Support Specialists, managing financial operations, reconciliations, and transactional processes across Retail, Mass Market, Digital Partners, and Consumer Electronics channels. This role emphasizes streamlining processes, allocating tasks, and ensuring effective issue resolution for products, pricing, contracts, and credits to enhance customer experience and reduce complaints. Responsibilities include managing financial systems (Optus and PPS Pronto), being responsible for payments and reporting, and aligning financial programs with franchisee and NAC member needs.

Additionally, the SSOM ensures efficient stock ordering, collaborates with Supply Chain and channel leads to resolve critical issues, and supports marketing campaign approvals to promote Optus’s brand goals. The role fosters strong relationships with stores and internal stakeholders, educates teams on best practices, drives process improvements through automation, and manages training for new operational processes. By supervising demand planning, project management, and resource reporting, the SSOM ensures alignment with team metrics and business objectives.

**Your day in the life of a Sales Support and Operations Manager** **at Optus**
- **Retail Sales Support**: Support management and retail teams via the Transformer 4 workflow tool by allocating requests, prioritising tasks, and updating systems. Meet SLAs while enhancing automation and process efficiency.
- **Payment Reconciliation & Processing**: Manage payments for MASS, PPS, and Consumer Electronics channels within governance frameworks. Streamline processes for greater accuracy and efficiency.
- **Marketing Approvals**: Supervise and manage marketing approvals in collaboration with internal and external business partners, ensuring compliance and risk mitigation.
- **Systems Support**: Provide expertise on internal systems (JARVIS, MCO, Pronto), managing change requests and onboarding while offering guidance to improve frontline operations.
- **Administrative Support**: Assist sales teams with reporting, issue resolution, and concerns. Deliver actionable reports on sales performance, market share, stock levels, and other key metrics.
- **Continuous Improvement**: Identify process gaps, propose solutions, and deliver measurable improvements in time or cost savings, enhancing business efficiency.
- **Retail Partner Financial Support & Project Management**: Train partners on financial processes and compliance while leading resource planning and project management to ensure smooth execution and team alignment.

**Your skills to pay the bills**
- **Experience & Knowledge**: Minimum 10 years in administrative support, preferably in telecommunications, with expertise in mobile sales systems, Pronto finance administration, and mobile activation processes. Finance degree required.
- **Technical Skills**: Advanced proficiency in Microsoft Excel, Word, and Outlook, with detailed experience in systems like Transformer, MCO, EDW/IDW, JARVIS, and Salesforce.
- **Leadership & Communication**: Strong leadership skills with excellent written and verbal communication, capable of simplifying complex processes and building stakeholder relationships.
- **Problem-Solving & Decision-Making**: Proven track record to identify trends, resolve issues, and exercise sound judgment. Strong business insights with problem-solving capabilities.
- **Organisational Skills**: Highly organized, with the ability to prioritise workloads and handle competing demands efficiently.
- **Behavioural Proficiencies**: Proactive and adaptable with a flexible approach. A strong teammate focused on customer satisfaction, demonstrating Optus values and behaviours.
- **Customer Service**: High service orientation with a “Challenger Spirit,” ensuring resolution of customer issues and delivery of exceptional service.

**Perks we love at Optus**
- 3 days in the office, 2 days remote - with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- Vibrant campus life, variety of facilities includin