Head of Field Operations Support

at  Invocare

ABOUT INVOCARE

Are you passionate about providing exceptional support and leading high-performing teams? Do you have a knack for process improvement and a strategic mindset? If so, InvoCare invites you to apply for our Head of Field Operations Support role.
InvoCare is a market leader in funeral services, cemeteries, and crematoria, serving families and communities across Australia, New Zealand, and Singapore. We pride ourselves on providing compassionate and professional care during life’s most challenging moments. With a commitment to excellence and innovation, we continually strive to enhance our services, ensuring that every family receives the highest standard of care and support.

As the Head of Field Operations Support, you will lead a team of dedicated subject matter experts, ensuring high levels of support for our field teams. Your primary responsibility will be managing the non-technical sales support ticketing system to provide transparency and support capacity management, driving continuous service delivery improvement on packages and pricing.
You will also play a crucial role in guiding business process improvement initiatives across the business, focusing on the standardisation of practices and enhancing the capabilities of our operational field teams. This position reports to the Executive GM Operations Support and directly oversees the Operations Support Team (4).

Key responsibilities include

• Team Leadership: Initiate and implement development plans, structure support levels, and manage strategic organisational support plans for the business.
• Frontline Support: Lead prompt and accurate delivery of support, manage the non-technical ticket system, and grow the service proposition of Retail Operations Support including point of sale applications (POS) and pricing services.
• Front-End Application Administration: Collaborate with technical product owners, contribute to business process improvement initiatives and assist in front-end system changes relation to POS applications.

• Division of Administration: Focus on priority areas for team collaboration, improve frontline administrative processes, and address orphaned process activities.Business Process & Policy Standardization: Facilitate gap analysis, coordinate training and development and ensure regulatory compliance.