Operations Optimisation and Platform Lead

3 months ago

Sydney, Australia Ubank Full time

About us 

At ubank, we want to empower the digital generation to be more successful with money. Think of us more as a daily money companion. One that brings together the ability for customers to see their money in one place, with smart features and real-time insights designed to help them get ahead. 
With ubank, our customers can discover what it feels like to save more, see exactly where they’re spending and own their own home faster. In short, we want to help them achieve real momentum with money. 

Your why 

Drive innovation and enhance customer experiences at ubank. Design and manage intuitive chatbot solutions, train AI, and lead cross-functional platform changes. Make a real impact with your passion for technology and data, ensuring seamless and efficient customer interactions. Join us and be a part of our journey to continuous improvement and excellence.

This role reports to the Head of Transformation, Operations.

How you will spend your time
  
As an Operations Optimisation and Platform Lead: 

  • Design & Manage 
    Configure and oversee our chatbot and knowledge management solutions.
  • Train AI
    Lead the training of our AI and machine learning chatbot.
  • Governance
    Own and manage the governance process for changes on our chat, chatbot, and content management platforms.
  • Vendor Relations
    Maintain and manage day-to-day relationships with third-party solution providers.
  • Cross-Functional Leadership
    Collaborate with Marketing, Operations, and Product teams on platform changes.
  • Team Training
    Train our operations teams on the technical components of our platforms.
  • Continuous Improvement
    Identify and implement improvements across people, processes, and technology based on operational performance analysis.

What makes you tick 

  • Tech Enthusiast
    You have a passion for technology, innovation, and process enhancement.
  • Analytical Mind
    You possess a strong attention to detail and an analytical mindset.
  • Customer-Centric
    You understand and value customer needs, always aiming to enhance the customer experience.
  • Data-Driven
    You love diving into data to uncover insights and drive improvements.

Essential 

  • Demonstrated experience in strategic operations management, digital transformation and business process improvement
  • Experience working with chat support software and customer service platforms
  • Experience working with Third party solution providers to deliver a seamless experience

Living our values 

  • Delight the Customer - We put the customer’s best interests at the forefront of everything we do. We believe financial success will follow customer success. 
  • Agile and Brave - Constantly collaborating in new ways to create something genuinely innovative. 
  • Value Each Other - We respect everyone’s contribution, embracing a common goal and championing individuality. 
  • Frank and Authentic - A high performing team who say what we mean and mean what we say to create a strong team culture. 
  • Show Up - We bring our passion, positivity and sense of fun every day to embrace the challenges of changing the banking game. 

Our recruitment team is standing by, ready and eager to connect with you and answer any questions you might have. So why wait? Apply now with a CV and let's see where this exciting opportunity takes you

We are proud to be an equal opportunity. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. When you apply, please tell us the pronouns you use.

We acknowledge the Gadigal of the Eora nation as the Traditional Custodians of our local area.

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