Manager - Customer Payments and Operations

at  Transurban

Transurban’s commitment to enhancing road safety, intelligence, and sustainability is evident through its innovative solutions that tackle transportation challenges. The Customer Solutions and Australia Markets Partnering (CS & AMP) division plays a pivotal role in this mission by transforming the customer experience. This division adopts a comprehensive approach, integrating employees, processes, and technology to improve customer interactions.
About the role
This position will contribute to the success of Customer through the day-to-day leadership of the Transurban Customer Payments and Operations team.
In this exciting hands-on leadership role, you will serve as the Second-in-Command (2IC) to the Senior Manager of Customer Payments and Operations, playing a key role of overseeing customer billing and operational functions, ensuring accuracy and completeness through robust process and system controls. Your ability to navigate complex subject matters and tackle challenges arising from legacy systems will be crucial, as you leverage data to drive positive business outcomes and effectively manage risk. You’ll play a pivotal role in gathering insights to enhance efficiency and support informed decision-making while staying ready to pivot and execute essential decisions, such as issuing refunds to customers.
Working within a national framework, your deep understanding of state-specific nuances will be vital in delivering best-in-class service. Additionally, your leadership will be key in managing workflow and capacity, fostering optimal outcomes across cost, service, and quality. You’ll have the opportunity to inspire and empower your team members, cultivating a collaborative and results-driven culture that adapts to daily challenges. This is a dynamic role where your leadership will make a meaningful impact on both the business and the customer experience.

Day-to-day, you will:

• Hands-on management of work prioritisation, intra-day monitoring of productivity / service levels.
• Deliver productivity and service level consistency through short and longer-range resource planning.
• Demonstrates curiosity in diving deep into supporting data to proactively uncover potential issues / opportunities.
• Monitors the underlying control environment and undertakes periodic Quality Assurance testing.
• Support incident root cause investigation and management.
• Promote a culture of compliance awareness, risk management and control throughout the function.
• Provide in depth analysis and recommendations to improve operational performance, customer experience and minimise financial, operational and regulatory risk
• Identify and implement appropriate reporting controls for the CS&OE function to enable opportunities for improvement to be identified.
• Active oversight of daily operations performance metrics, across the detail and diving deep into data to proactively uncover potential issues / opportunities.
• Establish and regularly review team priorities, performance objectives and provide ongoing coaching and feedback to team members.
• Execute effective people processes and practices, including conduct of performance and talent reviews, management of employee performance or conduct matters, management of annual leave liability and completion of risk and compliance obligations (e.g. compliance learning) in Workday

This role requires someone who has a curious mind and possess:

• Proven operations leadership experience gained in banking and financial services environment.
• Subject matter expertise relating to collection practices and regulatory obligations.
• Result driven, with a proven ability to effectively agitate for change both internally and externally.
• Strong experience with operational disciplines, and an intimate understanding of process, underlying technology and commercial requirements.
• Demonstrable background in driving productivity and service improvement through hands-on operations leadership – including capacity forecasting, workflow prioritisation, performance management and coaching.
• Experience leading complex operational teams, experienced in managing change, embedding operational improvement, delivering key productivity and financial targets, demonstrated performance improving risk profile.
• Able to demonstrate leadership capability across all Operations Excellence dimensions.
• Ability to critically think and solve problems across more complex environments utilising data and sound judgement.
• Excellent numerical accuracy and attention to detail.
• Exceptional verbal and written communication skills.
• A manager who is passionate about developing and maintaining relationships and bringing people together

If you meet some of these requirements, but not all, we encourage you to submit your application.

With a career at Transurban, you’ll enjoy a range of benefits, including:

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
• Learning and development opportunities to support your career interests
• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
• Share offers and insurance benefits
• Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on
careers@transurban.com
.
Ready to help us keep cities moving? Apply today.
Job Type:
Permanent
Closing Date:
13-Sept-2024 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Sydney CBD, Inner West & Eastern Suburbs Sydney NS

• Proven operations leadership experience gained in banking and financial services environment.
• Subject matter expertise relating to collection practices and regulatory obligations.
• Result driven, with a proven ability to effectively agitate for change both internally and externally.
• Strong experience with operational disciplines, and an intimate understanding of process, underlying technology and commercial requirements.
• Demonstrable background in driving productivity and service improvement through hands-on operations leadership – including capacity forecasting, workflow prioritisation, performance management and coaching.
• Experience leading complex operational teams, experienced in managing change, embedding operational improvement, delivering key productivity and financial targets, demonstrated performance improving risk profile.
• Able to demonstrate leadership capability across all Operations Excellence dimensions.
• Ability to critically think and solve problems across more complex environments utilising data and sound judgement.
• Excellent numerical accuracy and attention to detail.
• Exceptional verbal and written communication skills.
• A manager who is passionate about developing and maintaining relationships and bringing people togethe