Head of Operational Excellence

1 month ago

Richmond, Australia Australia Post Full time

Help us deliver like never before 
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.  

About the opportunity  

The Head of Operational Excellence is responsible for efficient and effective management of our Contact Centre operations, delivering high quality customer outcomes with optimised resources and continuously improved processes, all aligned to a Target Service Model. This critical leadership role is directly linked with our strategic priority to modernise and transform our customer experience to delight our customers, each and every day Come join us in this wonderful time in our organisation, as we transform, scale and grow across our entire organisation

 

What you’ll deliver with us  

You will enhance customer experience, increase productivity, and ensure compliance with industry best practices and regulatory requirements. You will also lead strategic initiatives focused on performance improvement, technology adoption, workforce optimization, and service innovation. This is a highly collaborative role, where you will work closely with leadership teams across departments to develop and implement frameworks that foster a culture of operational excellence, streamline workflows, and drive sustainable growth.

 

You’ll also   

  • Streamline processes to reduce operational costs while maintaining or improving service quality, ensuring the contact centre operates at maximum productivity with minimal waste 
  • Develop and implement strategies to boost customer satisfaction and loyalty through faster response times, personalized interactions, and consistent service quality across all channels. 
  • Drive the adoption of advanced contact centre technologies (e.g., AI, automation, analytics) to enhance service delivery, optimize resources, and support scalability. 
  • Implement workforce management strategies that ensure optimal staffing levels, agent performance, and employee engagement, contributing to improved operational outcomes and reduced attrition.

About you  

You are a strategic leader, with ability to build and bring team member on a journey. You are also a strong relationship builder, who can build relationships and influence across a broad set of functions & stakeholders. You also have a strong level of resilience and growth mindset, open to try new things and also stay focussed on the prize

You’ll also need   

  • Extensive People Leadership and Management experience at a senior level within large and complex organisations
  • Highly developed analytical, conceptual and problem-solving skills. 
  • Demonstrate strategy execution in implementing new business initiatives, systems and processes that drive efficiency.
  • Overseeing several programs of varying scope, complexity, and challenge running simultaneously in a large complex business unit organization

How we’ll deliver for you

  • An opportunity to make your mark in a high impact strategic leadership role
  • Join a purpose driven organisation, delivering to Australian communities and familiies everyday
  • Transform our contact centre, which is the heart of our Parcel, Post & ECommerce division

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au

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