Business Optimisation Manager

Valiant is an award-winning fintech building best-in-market technology and UX to fulfil our mission of making business finance simple and accessible. We’re dedicated to helping Aussie businesses get the finance they deserve, and, with access to over 500 loan products from more than 80 lenders, things get complex quickly
We run an entirely cloud-based architecture which supports thousands of Aussie business owners, advisers and partners every week. Our platform also powers commercial lending for a number of partners including Qantas and Australia Post with more household names in the pipeline.
Due to our continued growth we are now on the look out for an experienced Business Optimisation leader to join the team.
**Requirements**:

- Design, implement and manage Valiant’s telephony & workforce management system (Genesys)
- Analysing data to advise and develop dialler strategies to improve customer outcomes
- Lead the integration of Valiant’s workflows with Genesys systems (incl. ensuring the right processes are designed etc.)
- Working with the product & technology teams to ensure what is built is fit for Valiant’s objectives
- Setting up and performing contact centre reporting (incl. interaction times, queue performance, agent conversions etc.)
- Upskilling and training Valiant’s staff on how to best utilise Genesys as well as operational reports in their day-to-day
- Design, implement Valiant’s operational funnel to improve customer outcomes
- Understanding Valiant’s overall goals with the types of customers we’ll be engaging and the experience we are hoping to provide them
- Collaborating with the Growth, Sales, and Marketing teams to ensure that the processes and systems can handle the volume and type of customers coming into Valiant
- Sharing ideas around how to best improve CX from an operational perspective (e.g., optimising QA processes)
- Implementing operational improvements across the business to help us better serve our customers (e.g., Workforce management, productivity)
- Optimise Valiant’s operational processes (incl. workforce management)
- Optimise operations day-to-day processes (incl. how to use Genesys system, business schedules etc.) - i.e., with any staff who are using the Genesys system
- Collaborating with Operations team manager to design the best KPIs and remuneration structures (e.g., by leveraging data and industry insights) - incl. for CAT, CS
- Working with Leadership Team and their managers to ensure operational resourcing has been designed to meet business targets (incl. capacity planning)
- Ensuring operational processes meet compliance requirements
- Responsible for the preparation, washing and loading of all call lists. Ensure all active call lists are regularly washed against the National Do Not Call Register and adherence to ACMA calling times
- Ensure new processes designed meet lender regulations requirements

**Your experience will include...**
- 4+ years workforce planning/optimisation experience
- Genesys dialler experience
- Proven track record of implementing a successful Conversion Rate Optimisation program
- A strong focus on innovation, experimentation, personalisation and data-driven decision making
- Experience in customer journey mapping and identification of customer experience break points
- Proven ability to identify new optimisation opportunities and to develop and own an experimentation strategy from inception through to execution
- A clear customer focus with proven channel and stakeholder management experience
- Strong analytical and financial acumen

**Benefits**
- Brand new pet-friendly office. Bring your furry friend to work
- Funded Induction product training and on-going coaching and support
- Working directly with a talented and diverse leadership team (previously McKinsey & Co, Credit Suisse, Blackpeak capital, Hype, ING, Lendi, King & Wood Mallesons) to grow as a professional
- Ongoing training, development and professional educational support. Take your career to the next level and become the best version of yourself.
- Inclusive, passionate and supportive team. Innovation thrives on diversity and so do we.
- Weekly Friday drinks and monthly events.
- Fun, open plan office space located in the heart of Surry Hills, steps away from cafes and restaurants
- Employee Assistance Program - Counseling