Operations Team Manager: PPS Mutual

at  PPS Recruitment

JOB ADVERT SUMMARY

As a pivotal leadership position within the PPS Mutual area, the Operations Team Manager reports directly to the Head of Operations and Systems. This role holds the primary responsibility for overseeing the performance of the operations team, with a strong emphasis on driving excellence and maintaining high standards in all aspects of operations.
The primary objective of the Operations Team Manager is to lead by example, ensuring that team members perform at their best while adhering to established business processes and quality standards. This involves providing guidance, support, and development opportunities to team members to enhance their skills and capabilities. Additionally, the Operations Team Manager is tasked with ensuring that business targets and key performance indicators (KPIs) are consistently met or exceeded. The delivery of exceptional customer service is key, which requires a proactive and customer-centric approach. The Operations Team Manager is expected to instill a culture of customer focus and excellence within the team, driving continuous improvement initiatives to enhance the overall customer experience.
Given the dynamic nature of the role, the Operations Team Manager must possess a high level of focus, energy, and responsibility. This role also entails working Australian business hours, including shift work, and requires own transportation. This role plays a critical role in the success of the operations team and contributes significantly to the achievement of organizational goals and objectives.

FORMAL QUALIFICATIONS:

• 3-4 years Post Matric qualification in business related studies or equivalent
• Bachelor’s degree in business related studies or equivalent an advantage

KNOWLEDGE & EXPERIENCE:

• 3 – 4 years of customer service and administration experience specifically in a call centre and back office environment
• 3 – 4 years of call centre management experience
• 1 - 3 years of team leader experience
• 3+ years of experience in the financial services industry
• Demonstrated experience in monitoring inbound and outbound calls and email responses to assess demeanour, technical accuracy, customer service performance, and adherence to company policies and procedures.
• Demonstrated ability to monitor customer queries/complaints and ensure timely closure of cases.
• Take corrective action to rectify processing errors in new business and performance-related issues within the Contact Centre and new business processes.
• Monitor that call centre staff are following correct procedures/processes when logging calls on JIRA.
• Ability to monitor and maintain SLAs and achieve KPIs.
• Call Center Coaching skills.
• Coordinate and facilitate call calibration.
• Assess the quality of performance of PSAs.
• Ability to manage multiple activities, meet deadlines, and adapt quickly to changing priorities.
• Ability to work in a self-directed, fast-paced environment.
• Proven track record in establishing new networks and collaborative relationships.
• Motivate team members and assess performance.
• Participate in hiring and training and keep management updated on team performance.

INTERPERSONAL AND INTRAPERSONAL SKILLS:

• Networking skills
• Proactive
• Client Service Orientated
• Attention to detail
• Problem solving skills
• Target-Driven
• Organisational skills
• Communication skills
• People skills
• Decision making skills
• Team collaboration

KEY RESPONSIBILITIES:

• Manage and lead the Contact Centre and Newbusiness team.
• Identifying areas of development, leading, coaching and management of individual/team performance.
• Working with cross-functional teams to deliver exceptional service to all customers according to the published service levels and quality standards.
• Act as a frontline brand manager for customer interactions and proactively influencing customer perception and experience.
• Cultivate a performance driven team collaborating with support- and other operational teams
• Implement and manage effective systems and practices to ensure the achievement of operational productivity and monthly / annual targets
• Continuously analyse and interpret data to identify optimisation opportunities, gaps and risks
• Ensure compliance to all policy, procedure, regulatory and legal elements of the organisation
• Ensuring the team has the knowledge and skills to answer customers’ queries quickly and effectively
• Ensuring that the team is adequately skilled and trained to execute on published processes
• Responsible for active resource balancing using resources efficiently and cost-effectively based on demand.
• Motivates team members and assesses performance.
• Participate in hiring and training and keep management updated on team performance