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Operations Manager
2 weeks ago
ABOUT US
At Custom Fleet we've been using our smarts to make the complex simple for over 40 years. It's the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.
When you join Custom Fleet, you're joining a business that is Going Places. With Us, what you do and who you are matter. Being part of our diverse crew means you'll feel welcome, empowered, and have lots of fun celebrating our success (and that sure does feel good). We are a crew of accountable go-getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business, and for each other. Whilst winning isn't everything, we are proud of our success and love it when we reach the #1 spot.
ABOUT THE ROLE
The Director, Operations is a critical position accountable for building a customer centric culture through outstanding service delivery across Activations, Customer Contact Centre, Registrations & Infringements, and Service Control teams. This role will champion innovation and automation including self-service and driving a more collaborative approach to service delivery across the business.
As a senior people leader, this role is responsible for coaching and mentoring team members to further develop and enhance customer experience and support customer retention. In addition, this role has accountability for all people related activities including but not limited to resourcing, recruitment, induction, onboarding, development, engagement and retention of employees.
Senior leadership duties will include (but not limited to) …
- Overall accountability for Australia and New Zealand service delivery, with direct and indirect ownership of all touch points through the customer life cycle.
- Ensure consistent and superior customer experience ensuring adequate measurement systems to demonstrate all processes/tasks are within KPI, and within customer tolerance levels.
- Develop and implement operational plans that align with the company's overall strategy.
- Provide strategic direction, leading, managing and directing all operational activities.
- Identify areas for improvement in operational processes and implement solutions, including automation and AI, that enhance customer and user experience and deliver operational efficiencies.
- Directing and motivating managers to achieve agreed targets within their operational teams.
- Working across the organisation to build a Customer First culture, engraining key attributes and behaviours into our ways of working and reward and recognition programs.
- Ensuring adequate measurement systems to measure, productivity, adherence to P&P, revenue leakage, operational effectiveness and efficiency, wing to wing customer processing time across all
key processes.
ABOUT YOU
The successful candidate will demonstrate the following experience:
- Track record of leading a successful, large team of broad skill sets through vision creation, connection to purpose, common goals, collaboration, and recognition.
- Customer centric - understands customer service and managing customer expectations and retention.
- Excellent communication skills, both written and verbal with the ability to articulate clear and concise messages to a wide variety of audiences.
- Advocate of change, with the tenacity to overcome obstacles and solve complex business/customer problems to achieve desired outcomes.
- Team Player – collaborates with others across the business to provide the best solutions and a seamless and efficient customer experience.
- Problem solving skills, personal resilience, and the ability to think like a customer.
- Strong process orientation with the ability to effectively manage multiple process steps and stakeholders.
- Instils trust, both with direct teams, across the organisation, and with customers.
- Ability to engage a geographically disperse employee base.
FOR YOU
We offer industry leading 'Custom Perks' including:
- Annual performance bonus
- 'Take 5' leave - earn an extra week of annual leave
- Gender-neutral Parental Leave - 12 weeks paid entitlement
- Collaborative Hybrid work environment - 3 days in the office
- Company funded social events
- Dress for your day policy
- Employee discounts
- Intersection - our Diversity Network
- Cultural Leave swap
- Ongoing investment in your growth including access to our digital learning platform – Degreed
- Reward and recognition programs
- Volunteer and community engagement opportunities
- Wellbeing leave
HOW TO APPLY
Please submit your resume and cover letter by clicking 'Apply Now'.
At Custom Fleet we are committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.
OUR DIVERSE CREW
Research shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you're not sure you tick every single criteria box, but have the passion to get behind our Ways of Working, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you If you have a disability that requires support including an alternate job ad format, interview arrangements or adjustments, please let us know by emailing our recruitment team at or call our Customer Service Team on they will take your details and arrange for a return call from a member of the Talent Team.
Unlawful Conduct Commitment
Custom Fleet is dedicated to maintaining a culture of respect where there is zero-tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.
Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.
