Head of Operations and Customer Service, Home-in

Head of Operations and Customer Service, Home-in

**Who we are**

We are Home-in and our vision is that all Australians buy and sell their home securely, with confidence. To turn this vision into reality, our mission is to provide exceptional conveyancing for buyers and sellers, which is also so valuable to home lenders and real estate agents that they recommend Home-in to all their customers.

Home-in provides conveyancing services across Australia, settling over $7B in homes since 2020. Our value proposition to customers is 'Expert conveyancers, digital convenience':

- Conveyancers and lawyers with years of experience and local expertise.
- Award-winning app with digital ID verification, chat and more.

We believe conveyancing is a key part of a customer's home buying journey. Through our partnership with CommBank and integration with the CBA home loan process, we continually strive to create the best home buying experience in Australia.

**What's more, Home-in is proudly part of x15ventures**

Home-in is a business operating within CBA's x15ventures. x15ventures is a venture-scaler powered by CommBank. That means we build, buy, and invest in start-ups that could benefit the bank's 15 million customers and beyond.

If you want to be a part of one of a fast-growing customer-driven start-up that supports people through their home-buying journey, we want to hear from you

**Where would you fit?**

This is a key role on the Home-in Leadership Team, reporting to the Managing Director.
- You will lead two internal teams, the Conveyancing Operations team and the Customer Experience team, currently 20 FTE
- You will also lead the operational activities of the conveyancers and lawyers from our partner law firms

**Role Overview**

As **Head of **Operations and Customer Experience** you will lead and inspire our operations and customer experience teams to deliver outstanding service for our customers and CommBank lenders efficiently and effectively.

Your approach will enhance our customer centric performance culture, and you will engage and develop our team through effective coaching and leadership ensuring we meet all operational business requirements and efficiently manage costs. The role co-ordinates and delivers outcomes consistent with our processes and risk appetite, focusing on the goal of consistently delivering the best customer experience.

**Key Responsibilities**

People Leadership and Operations Management:

- Create a high performance, customer focused culture through effective leadership of the Operations and Customer Service teams
- Manage the full team member life cycle including capacity planning, recruitment, onboarding, training and development, performance management, and reward and recognition
- Drive employee engagement, productivity, and pride in service outcomes
- Leverage reporting and metrics to objectively manage operational outcomes

Risk Management, Quality Assurance and Compliance:

- Buying or selling a home is typically the largest financial transaction of a customer's life, it's important we get it right each time
- Ensure high standards of process quality and data integrity
- Effectively lead customer complaint management and escalation
- Ensure all activities meet the Group's governance policies and standards and take corrective action where relevant
- Ensure provide a safe workplace for our people

Operational Performance, Change Management, Continuous improvement:

- Lead day-to-day operations ensuring team deliver high performance outcomes
- Manage key service providers to ensure they are meeting their SLAs and delivering great customer outcomes
- Responsible for accurate stakeholder reporting on operational and partner performance, risk management and issue resolution
- Lead the generation of insights that enable continuous improvement of customer outcomes and efficiency
- Effectively manage change for customers, our team and partners, including logistics, communication and training activities

**Experience**
- Significant experience leading operations, with proven results in cultivating high performance teams
- Demonstrated experience leveraging metrics, SLA's and reporting to drive decision making.
- Ability to deliver continuous change, without impacting customer outcomes
- Experience delivering outcomes within a regulated environment or similar environment with defined risk appetite
- Experience problem solving complex customer escalations across functional teams with effective stakeholder management.

**Why Join Us?**
- This is an opportunity to have a positive impact daily on one of the most important transactions in Australians lives.
- Be part of reimagining and continuously improving Home-In operations
- Enjoy a flexible and dynamic start-up environment
- We nurture a safe space for our people to show up as they are
- Competitive salary and bonus structure
- Opportunities for professional growth and development
- Access to the best in class benefits that CommBan