Head of Client Operations

at  illion

Company Description
illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion is headquartered in Melbourne with offices in all major metropolitan cities across Australia and New Zealand. Our team work with leading brands in our region to bring data & analytics to life.
Job Description

THE EXPERIENCE AND QUALIFICATIONS YOU’LL NEED TO BE SUCCESSFUL

• Undergraduate and/or postgraduate tertiary qualifications in a relevant discipline
• Proven track record in leadership and creating positive client experiences
• An understanding of ticket management and service level agreements
• Demonstrated ability to build strong networks and influence across teams and with stakeholders.
• Exceptional ability to communicate and foster positive relationships.
• Strong organisation, problem solving and presentation skills
• Excellent leadership skills to guide and motivate team members providing clear directions and inspiring collaboration and teamwork.
• Goal and value outcome oriented promoting a culture of continuous improvement and innovation.
• Excellent stakeholder management, with the ability to influence and gracefully navigate high pressure situations, whilst delivering a high level of client satisfaction
• Growth mindset
• Excellent attention to detail with a solution-oriented and client-centric approach
• Excellent analytical and problem-solving skills and proven ability to use insights and learnings to better inform decision making and to think critically and make decisions quickly to address service-related challenges.
• Positive, inclusive, and innovative thinker that can inspire people to optimise business outcomes.
• A good understanding of IT systems, infrastructure, and emerging technologies with the ability to effectively communicate with technical teams.
• Ability to work successfully with ambiguity and successfully inspire teams to meet multiple deadlines in a fast-paced work environment
• Knowledge of a Credit Bureau is desirable
• An understanding of the Privacy Act requirements and implications for businesses is also desirable
  Additional Information

YOUR NEW ROLE AND HOW YOU’LL MAKE A DIFFERENCE

You are passionate about client satisfaction, fostering team excellence and continuously improving ways of working in a fast-paced environment to optimise the experience our clients have when interacting on operational matters related to the use of our products and services.
You will help to shape the key strategic direction and objectives of the Client Services team to strengthen operational systems, processes and mitigate risk in line with our corporate business strategy.
The primary responsibility of the team you lead is to assist clients with product-related issues, providing guidance, troubleshooting, and ensuring client satisfaction throughout the support interaction. The team undertake a range of activities, such as answering client inquiries through a variety of channels, resolving technical products, providing training and education and gathering feedback for product improvements to build trust in the partnership and to support client retention.

THE VALUE-ADD THINGS YOU’LL BE DOING

• Lead by example in fostering a culture of service excellence that is in line with our core values of client-centricity, collaboration, professionalism and continuous improvement and growth.
• Cultivate an environment where team members are accountable and empowered to excel and innovate.
• Establish and communicate clear team goals and KPIs to uplift, engage and motivate the team.
• Recruit, retain and nurture a high performing Client Services team that has the client experience at the heart of every interaction.
• Provide ongoing coaching, mentorship and professional development opportunities to ensure team members thrive and deliver exceptional service.
• Work closely with all illion Business Units to identify areas for improvement and develop strategies for enhancing the client support experience.
• Develop and maintain a positive client service experience-based culture built around robust processes, standard operating procedures, policies, governance, etc.
• Ensure activities have qualitative and quantitative feedback loops from clients to continually monitor the client support performance processes and where necessary formulate improved approaches and strategies that facilitate the achievement of improved client satisfaction targets.
• Encourage cross-organisational participation in the development of Standard Operating Procedures (SOPs).
• Collaborate with senior leadership to enhance client-centric initiatives and drive long term client loyalty and advocacy.
• Maintain oversight of support systems, tools, processes and resources to simplify and optimise efficiency and effectiveness in service delivery.
• Establish strong relationships between the client and Client Services team to facilitate efficient handling of client escalations, prioritising client needs with speed and urgency, ensuring swift resolution of issues and proactive communication.
• Define and track key performance metrics related to client satisfaction and support effectiveness, providing regular reports to executive leadership, offering insights and recommendations for continuous improvement.
• Champion the voice of the client within the organisation, providing valuable insights to inform strategic decision-making.
  Qualifications