Operations Support Lead

**Who are we?**

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

**The role and what we're looking for**

The Operations Support Lead will support Capricorn's Automotive division; to manage and resolve a range of operational issues including telephony requirements, compliance activities, policy and procedure review, progressing audit findings and continuous improvement.

**Key responsibilities of the role include**:
**Operations**
- Play a key role in managing operational issues from end to end, ensuring the appropriate consultation with relevant stakeholders to secure a resolution with mínimal impact to the Members, Suppliers and the business.
- Accountability for issues being progressed to resolution, communicated effectively and expectations of team members and stakeholders managed in a timely and clear manner.
- Conduct analysis of data to provide insights to the Automotive division
- Prepare regular and ad hoc reports as required and requested by management.
- Provide leadership, direction and coaching for all direct reports ensuring direct reports are held accountable for the accurate and timely completion of responsibilities within set guidelines;
- Responsible for the recruitment, induction and development of staff within the operations team.
- Manage the review and updates of business processes, policies, procedures and forms.
- Manage where required the progress and closure of any required audit findings in accordance with approved baselines (scope, time, cost & quality).
- Participate in the annual Risk Controlled Self Assessments and ensure the Business Continuity Plan is maintained for the Automotive division.
- Ensure upcoming regulatory changes are monitored to make sure processes will meet future compliance requirements, in consultation with the Legal team.
- Identify opportunities to improve business processes across Automotive division and assist with implementation.
- Take a lead in managing the risk within the Automotive business.

**Project Management**
- Develop and manage projects (end to end) as required and liaise with relevant leaders and resources regarding any change and training requirements.
- Provide regular and effective updates on any variances to tasks and milestones.

**Work Force Management**
- Play a leading role within an organisation wide telephony working group.
- Work with the Contact Centre Manager to deliver on telephony, operational and reporting requirement.
- Develop recommendations on a full contact centre workforce management structure.
- Have high level analytical skills for collecting, interpreting, and evaluating business processes.
- Ability to identify and communicate areas for improvement with creative problem-solving abilities.
- Strong negotiation skills with the ability to communicate with and influence across varying levels of the business (including senior managers);
- Demonstrated ability to simultaneously manage and deliver multiple tasks and work streams.
- Experience accommodating unplanned changes in focus to resolve urgent operational items when required.
- Demonstrated ability working with and preparing high level papers for groups that are outside the formal line of authority (e.g., senior managers, executives);
- Strong skills in MS Office Suite (Word, PowerPoint, Excel and Visio).
- Contact Centre operations experience systems and telephony.
- Strong stakeholder management skills.
- Previous experience in a similar role, preferably with exposure to a customer service environment.
- Demonstrated experience managing compliance activities

**Qualifications**
- Tertiary qualifications in Business/Commerce preferred.

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- **Provide a diverse and inclusive workplace **- because we know how important is for everyone to be treated fairly and with respect.
- **Give you flexibility** - it's important to recognise we are all unique, and need to create work life balance.
- **Offer paid parental leave **- that supports both parent's leave and their transition back to work.
- **Create a fun environment **- our social calendar is full up with a range of different virtual and face-to-fac