Provisioning Team Lead

️ ️** NEWLY CREATED ROLE ** ️ ️

**Who are we?**:
So you might ask, who's CreditorWatch? Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products. By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk.

As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections.

We were established in 2010 and most recently were named as one of AFR's Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022 and 2023.

We saw significant growth in 2024 and that's not about to change. We are on track to break records in 2025, scaling at pace, making this the perfect time to join CreditorWatch.

**Our Purpose**:
Empower Australian businesses to trade confidently with their customers.

**Our Mission**:
We aim to be number one in our industry by delivering unique data insights and innovative products.

**Your Role & Team**:
In what is a first for CreditorWatch, we are exciting to introduce our new **Provisioning Team.**So what does this team actually do? They delight the customer by provisioning prompt access to the purchased products. They also ensure that the billing details are correctly configured. The goal is to **wow** the customer with the initial provisioning effort and set a positive tone for subsequent customer experience. This team ensures the ‘customer gets what they contracted for’ and that they are set up correctly for billing.

The **Provisioning Team Lead** role is responsible for leading and managing a team of Provisioning Consultants who are hands-on and responsible for configuring customer accounts, subscriptions, billing information, access permissions and manage user lifecycle. Please note, you'll also be hands-on supporting the team and getting on the tools.

This role is a full-time opportunity offering hybrid working conditions out of our **Sydney CBD Office**.

**Some of your responsibilities include and are not limited to**:

- Manage provisioning and billing setup for customers in conjunction with your direct reports and respective teams
- Develop and implement provisioning processes and procedures
- Monitor team performance and workload distribution
- Set up KPI and ensure service level agreements (SLAs) are met consistently
- Be a source of escalation for complex queries or work overflow
- Coordinate with other departments to resolve complex provisioning issues
- Review and approve provisioning requests and changes
- Manage day 1 customer setup (e.g. name-matching, data-washes& watch list uploads)
- Identify areas for process improvement and implement solutions
- 3-4 years of experience in Customer Success or IT Provisioning roles
- 1-2 years of team leadership experience
- Strong knowledge of provisioning processes and best practices
- Experience with provisioning tools and systems
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Some project management experience

**More than just work**:

- **️ Keep Active -**All employees get a Fitness First Platinum gym membership.
- **️ Daily Fuel -** Barista-made coffee, breakfast, snacks, lunches and drinks on us - we got you

**Phone Credits -**We pay you $50 per month to put towards your plans - how good.

**❤️‍ Wellness Days -** Receive an additional day off each month. Whether you’re pursuing physical activities, cultivating your mental wellbeing or supporting your communitythis is your time to switch off from work.
- **️ Monthly Massages -**We offer monthly in-house massages to soothe those sore spots and tight knots. Poor posture? Stressful week? We get it.

**Bonus Shares -**We offer our dedicated employees’ performance-based bonuses. Our employees are also permitted to gain access to our bespoke Employee Share Scheme, giving you the rare opportunity to invest in a growing technology company.

**Fun Activities -**We love escaping the workplace to do fun stuff. Whether its pasta-making, sailing classes, touch footy, winery tours, go karting or relaxing on the company boat (yeahwe own a boat) - these monthly team building activities will keep you feeling valued and connected.
- **️ Legal Services -** Our employees get access to free legal services - from conveyancing and property advice to legal assistance around wills, trusts, powers of attorney and more. We make life easier for you, saving you time, money and unnecessary headaches.

**Our Values**:

- **️ The 1%’ers add up -**Our commitment to going that one step further sets us apart, as we believe that small efforts or improvements in any aspect of our work collectively lead to significant success.

**We are dependable and trustworthy -** Our cli