Head of Customer Experience and Operations in Emu Search at CBD & Inner Suburbs

Emu Searchis hiring people as Head of Customer Experience and Operations. The Selected person will be earn at least Undisclosed AUD per month. There are also many more opportunities. Read the entire post carefully to know all the details related to this job.
PostingHead of Customer Experience and Operations
Job EmployerEmu Search
LocationCBD & Inner Suburbs
Job postedMay 29, 2022
Job Deadline2022-06-27
Job SectorSupervisors/Team Leaders
The Company
Emu Search has been exclusively retained by a registry, tech and data insights company that is seeking to appoint a Head of Customer Experience and Operations for an influential and highly visible leadership position. Our client has recently completed a massive rebranding and is now embarking on an exciting journey to build a truly digital business, developing new data products and services to enhance the customer experience.

The Role 
Reporting to the General Manager – Operations and Technology, the Head of Customer Experience and Operations will ensure an exceptional customer experience, while playing a key role in the digital transformation of the business. This role will be the business owner for a major portfolio of work aimed at transforming service delivery to become “digital first” through:
  • process automation;
  • implementation of new technologies such as ServiceNow Customer Service Management;
  • development of a “single customer view” as a foundation for a consistent experience;
  • implementing modern, real-time operational and management dashboards to support continuous improvement.
Key responsibilities:
  • Delivering operational services (contact centre and high-volume complex processing) that meet customers’ needs, changes in the registrations and regulatory landscape, service standards quality and contractual requirements from either internal or third-party providers.
  • Collaborating with internal and external stakeholders through the development and implementation of process and quality improvements positively impacting both operational teams and customers.
  • Ensuring the successful implementation of change initiatives for the Customer Operations and Experience team, assuring the desired benefits are achieved through 100% adoption by the team members, managing change resistance through targeted actions.
  • Developing processes which ensure external providers’ and delivery partners’ inputs enable the attainment of critical service level agreements.
  • Resolving operational issues, including identifying root core issues, analysing the impact to the operational environment and managing solutions to mitigate the risk of reoccurrence.
  • Delivering operational excellence by enabling direct reports and their teams to facilitate continuous improvement in the administration and servicing of customers consistent with industry standards, regulations and customer experience requirements.
Strategy and Continuous Improvement
  • Identifying opportunities to develop innovative digital solutions and products to enhance the customer experience.
  • Collaborating cross-functionally on initiatives and projects to support the “digital first” corporate strategy.
  • Keeping informed of technologic advances that may be adopted by the business to increase efficiency and better service customers.
Compliance and Risk Management
  • Ensuring the business maintains appropriate internal controls to safeguard the customers’ information.
  • Maintaining an internal quality control program that assesses the performance of processes and the team against process and security requirements.
  • Identifying and implementing strategies to minimise continuity and delivery risk within the team, seeking to ensure sustainable delivery to performance and customer service standards.
  • Complying with policies and procedures related to information security, privacy, risk management and performance management in order to ensure a productive and compliant workplace.
  • Embedding processes and controls to ensure compliance with regulatory change requirements.
  • Fostering a culture of continuous improvement, workflow and systems optimisation to develop a cohesive and highly effective team.
  • Providing high-quality strategic advice and performance management to increase capability, knowledge and talent retention.
  • Building effective and self-reliant teams by developing, motivating and inspiring others.
  • Supporting others to perform at their best, through regular coaching conversations, while addressing underperformance appropriately.
  • Employing influencing strategies that persuade key stakeholders to take action.
Skills and Experience Required 
  • Tertiary qualification in a related discipline such as commerce, business or engineering
  • Minimum of 5 years in a senior leadership role, leading an operations team in a high-compliance contact centre environment
  • Proven experience working in an environment as a service delivery partner, ideally in a business-to-business context
  • Experience working in a highly regulated and / or government environment would be advantageous
  • Highly capable of managing customer service teams in a multi-channel environment (i.e. telephone, email, chat)
  • Demonstrated success leading change in an agile environment, specifically transforming service delivery to become “digital first”  

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