Consumer Operations Manager Hybrid
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Job Location:
North Sydney - Australia
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Public Access Centre is the frontline for consumer engagement providing education support and resolution of inquiries and complaints. This team plays a vital role in maintaining trust and satisfaction while ensuring compliance with regulatory bodies such as the Australian Financial Complaints Authority (AFCA) and the Office of the Australian Information Commissioner (OAIC).
As a manager for Public Access Centre you will lead a high-performing team shape the consumer experience and drive operational excellence. Youll foster a collaborative and inclusive culture where team members feel empowered to deliver exceptional service.
What Youll Do
- Lead mentor and develop a diverse team to deliver outstanding consumer support.
- Ensure all consumer interactions are professional positive and resolved efficiently.
- Build strategies to improve operational efficiency and consumer satisfaction.
- Maintain compliance with regulatory requirements and manage relationships with AFCA and OAIC.
- Collaborate with internal teams (Legal Risk Compliance Data & Analytics) to align on goals.
- Use data insights to inform decisions and enhance consumer self-service options.
- Promote continuous learning and improvement within the team.
Qualifications :
What Youll Bring
- Proven experience in leadership and team management.
- Strong communication skills (written and verbal) for engaging with consumers and stakeholders.
- Problem-solving ability to resolve issues and manage complaints effectively.
- Experience in customer service or support roles ideally in a managerial capacity.
- Knowledge of regulatory compliance and risk management.
- Ability to analyse data and apply insights to improve processes.
- Commitment to fostering an inclusive high-performance culture.
Qualifications
- Bachelors degree in business administration management or related field.
- Significant experience in client operations or customer service with leadership responsibilities.
Additional Information :
Benefits/Perks:
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible working environment hybrid model
- Flexible time off including volunteer time off personal leaves and paid holidays
- 17 weeks of Paid Parental Leave family care leave and up to 5 days study leave
Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
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Remote Work :
No
Employment Type :
Full-time
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
