Be part of the management team for one of Australia’s largest mortgage broking groups and leaders in financial solutions.
The Senior Operations Manager has overall accountability for the development and performance of the Manila centre including people & culture, process and delivery of service levels, all leading to create a positive, productive and effective delivery unit.
The role is responsible for managing all staff members, including team leaders, in order to optimise the efficiency of the centre, ensuring that all functions within the centre are running at their most cost and time effective, and are aligning with quality outcomes.
Working with leaders and the vendor, the Senior Operations Manager will ensure that resource plans & forecasts are developed and that talent is identified in a timely manner, on-
boarded, trained and retained to perform the relevant role to a high level.
Working with other stakeholders, the role also is responsible for the development of new capability, ongoing enhancement of processes and driving improvement through innovation for the benefit of brokers and employees.
The role is also to develop a strong customer service culture for internal and external customers and brokers and work closely with head office to improve customer experience.
Builds positive productive relationships with client stakeholders.
We are looking for a Senior Operations Manager with the following qualifications :
Act with honesty, integrity, due skill, care and diligence and in the best interest of stakeholders and customers at all time.
Contribute to customer-focused culture and be accountable for ensuring positive customer outcomes and responsible lending practices are adhered to.
Deal with all legislative and regulatory bodies in an open, constructive and cooperative way.
Identify potential key risk areas and compliance issues; reporting and escalating concerns appropriately.
Provide hands-on leadership and direction to the Operations team within the Manila team
Develop KPIs with Team Leaders in Perth and Manila to ensure clear performance goals for each role in Manila team that are actively managed through effective leadership
Promote a culture that encourages top performance and high morale through coaching and strong leadership
Develop motivated team leaders and teams to achieve high performance
Actively conducts activities that drive staff engagement including reward & recognition
Identifies end to end process & technology improvements (working with other departments)
Identifies and drives improvements across functions that improve the customer experience
Measures SLAs performance and reports to Executive as required, identifying improvement opportunities
Develops & maintains operating procedures with input from respective team leaders and Manila team
Provide oversight and quality checks to ensure tasks are being completed accurately and to required standards
Work with Microsourcing (MS) Account Manager and Human Resources on people-related matters including corrective actions and performance improvement plans
Work with MS Account Manager on operational issues to drive positive outcomes, keeping Executive up to date with any high priority incidents
At least 3 years experience in managing customer care, call center, and / or back-office operations is mandatory. Also, at least 3 years of experience in start-
ups or high growth companies is also preferred.
Demonstrated leadership experience with multiple teams and team leaders performing varied functions with a minimum of 50 FTE
Building teams including hiring and developing talent
Developing customer-centric culture
Leading a startup offshore BPO operation
Developing and enhancing operational capability in an offshore BPO environment
Experience with identifying business improvement opportunities, and with enhancing business processes and developing the capability of staff to implement the business change required for achieving improvement
Broad financial services industry experience across both sales and back-office administration
Strong coaching and staff development skills
Mentoring effective management of skills and knowledge transfer
Problem Solving and analysis
Strong collaboration and influencing skills
High Level of communication and comprehension skills
High Level of English proficiency, both verbal and written competence
Strong people and performance management capability
Ability to produce &analyse data and produce executive level reports
Organization and planning demonstrate efficient and timely organizational ability
Computer literate advanced knowledge in Excel, Powerpoint and CRM technology