Operations Manager

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

We have an exciting opportunity for a talented hands-on Operations Manager who has a passion for process improvement, extensive knowledge of the collections sector and demonstrated ability to manage staff performance & development, and inspire high levels of employee engagement.

In this role you will own and manage the day-to-day operations, providing a variety of collection activities across various industrial sectors. The operations manager will communicate and translate Probe and its clients' vision and strategy into meaningful goals that relate to daily activities for the leaders and the broader team. As such, the Operations Manager will coordinate all specialists' Probe resources contributing to the success of the Contact Centre, to ensure all client and internal objectives are met.

Key Details:
- Location | Melbourne CBD-
As an Operations Manager you will:
- Own and manage the day-to-day operations, providing a variety of collection activities across various industrial sectors.- Provide strategic direction to optimise processes and maximise collection of outstanding debts whilst delivering exceptional customer outcomes and complying with industry regulations.- Provide development, coaching and mentoring to Circle Leaders to achieve business and personal goals.- Develop and monitor performance metrics for the team.- Relationship management - ensure client SLAs are met. Regular communication, reporting and meetings with clients regarding performance of the team and portfolio.- Manage client audits and site visits- Create reports and proactively keep all stakeholders informed of debt situations to ensure good communication throughout the business.- Challenge and develop business processes to drive an improved customer experience, compliance, cost efficiency and financial performance.- Business and data analysis to identify areas of opportunity and drive continuous improvement.- Manage direct expenses, FTE and resource utilisation within budget and maximise profitability of the division

If you answer yes to the below, then this role just might be for you- You are a passionate and experienced contact centre leader with demonstrated success delivering in complex operational environments, with experience in B2B Collections- You have a strong understanding of compliance frameworks as applied within the debt recovery environment.- You are data driven and have a strong focus on achieving goals, you measure your success by being able to consistently deliver excellent outcomes (People, Operations, Client)- You understand the importance of delivering to expectations and can quickly respond to change.- You value teamwork through your open, consultative, supportive and confident communication and are a trusted advisor and mentor to your leadership group.- Your friends and colleagues would describe you as flexible, constructive, passionate, creative, resilient, open, professional, agile, confident, inquisitive and fun.- You support and embrace change and evolution and are always looking at ways to improve what we do for our clients.

We are dedicated to doing things better and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm, find your purpose and grow.