The Role:

Working closely with the Managing Director and team leaders you will connect people, performance and day‑to‑day delivery. Your focus will be understanding results, identifying what is and isn’t working, coaching leaders, resolving issues quickly and ensuring commitments turn into action.

You will lead operational delivery, service quality, people capability and continuous improvement across the organisation.

Key Responsibilities:

• Lead operational performance, service levels, quality and client outcomes
• Coach and develop leaders to lift capability, consistency and accountability
• Build strong relationships across the business and ensure teams work together towards shared goals
• Review individual, team and business results to identify trends, gaps and opportunities
• Spend time with frontline teams—listening to calls, observing workflows and providing practical coaching, improve workflows and lift productivity
• Establish clear expectations & follow up on commitments 
• Lead recruitment, onboarding, development and retention
• Manage performance, conduct and workplace matters fairly and confidently
• Support workforce planning and organisational structure as the business grows
• Champion continuous improvement, automation and AI‑enabled change
• Help embed automation, AI and new technologies across the business.
• Contribute operational insight to strategy, transformation and future operating models

About You:

You’re a confident, engaging leader who communicates with clarity and handles direct conversations with ease.

• Own operational performance, service levels, quality and client outcomes
• Financial Services experience 
• Demonstrated success coaching leaders and frontline employees to improve performance
• Confidence to make sound commercial and people decisions independently
• Strong analytical skills and willingness to investigate the detail behind results
• Resolve issues and escalations quickly and confidently
• Use data and insights to drive decisions and improvement
• Experience with process improvement, automation and AI‑enabled change
• A practical, hands‑on approach—you’re as comfortable reviewing a customer call or workflow as you are discussing broader business priorities
• Resilience, adaptability and good judgement in a fast‑moving, growing business
• Police Check required