Production Support Manager

4 days ago

Sydney, New South Wales, Australia Nextgen Full time

**Description**:
**NextGen **is Australia's leading provider of Software as a Service (SaaS) solutions to the mortgage lending industry. Our
_ 'ApplyOnline'_ platform is an industry standard for digital loan lodgement and assessment. We deliver quality products and services to a range of financial institutions and intermediaries and are experiencing strong growth. We have an exciting roadmap full of opportunity in the Australian financial landscape with a mission to make lending easy.

At NextGen, we believe our people make our business, and our values; Balance, Integrity, Collaboration, Respect and Discovery, are not just posters on our walls. They are how we live each day and are critical to our success.

We are looking for a talented Production Support Manager who embodies these values to join our team. You will be responsible for managing the efficient and effective delivery of production support team in both a B2B and B2C (for Frollo provided services) capacity.
- Lead, coach and develop a team of support personnel to ensure they meet performance targets and deliver high-quality customer service;
- Provide regular and ad hoc feedback to management on statistics of teams;
- Extract learnings from customer surveys to coach the team or introduce changes to team processes
- Report on department KPIs to stakeholders and identify initiatives designed to continuously improve
- Manage day-to-day support activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLA's;
- Act as a proactive and accountable escalation point for customers and internal stakeholders;
- Drive internal escalation channels to ensure timely and appropriate resolution to issues/incidents.

**Who are you?**:

- Previous management experience in a call centre/Helpdesk (preferably in banking) managing adherence to metrics including compliance, risk management and service SLA's.
- Strong leadership skills and enthusiastic attitude to customer service.
- Demonstrated ability to drive results through coaching, training & mentoring.
- Strong organisational skills and ability to identify issues and solve problems.
- Ability to handle escalated complaints and build customer relationships.
- A Leader who can create a culture of high performance and success.
- Excellent communicator and strong stakeholder management skills.

**What you'll get in return**:

- Transparent, open and people first culture
- Flexible work options, and spectacular views in a modern space for when you work from our North Sydney office
- An allowance towards your home office set up
- Plenty of social activities
- Generous remuneration package

A great opportunity to join a business that truly lives its values, genuinely values work life balance and see's it as a critical ingredient to enabling people to bring their whole selves to work.

**About NextGen**:
**NextGen **is Australia's leading provider of Software as a Service (SaaS) solutions to the mortgage lending industry. Our
_ 'ApplyOnline'_ platform is an industry standard for digital loan lodgement and assessment. We deliver quality products and services to a range of financial institutions and intermediaries and are experiencing strong growth. We have an exciting roadmap full of opportunity in the Australian financial landscape.

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