Customer Success Operations Lead

The Role

We are seeking a results focussed individual with a naturally positive and continuous improvement mindset. An individual who has a strong background in leading a team with a strong operational regulatory knowledge and insight driven mindset.

We are looking for someone who has owned service delivery responsibilities in a scaled customer service environment, and ideally has some experience of leading partner teams offshore.

As an Operations Manager in our Customer Service team you will be partnering with our wider Afterpay / Clearpay Operations Team and third party / outsource partner teams to deliver an effortless customer experience via our Customer Service contact centres both based in the US and offshore.

We strive to solve our customer’s issues quickly and allow them to get back to their day with ease. An Operations manager ensures smooth day to day operations management, is proactive in approach and is focused on root cause and solutions focus.

You Will

• Lead the day to day customer service delivery of both our outsourced partners and specialist in-house teams including our Complaint functions
• Ensuring delivery of compliance and regulatory obligations within CS as outlined by CS standard operating procedures
• Actively monitoring and tracking emerging issues or pressure points, taking action to escalate where needed and acting as point of contact for our CS team where incidents may occur
• Proactively seeking meaningful customer / process / complaint insight and able to communicate that both verbally and be able to present the data to wider stakeholders / 3rd parties as needed
• Being A customer Champion - driving an effortless experience for our customers everyday in all our customer interactions. Working with internal and partner Team Leaders and being our process expert supporting the best experience for our customers in accordance with defined operations policies and procedures
• Facilitate Daily / Weekly Huddles and Reviews with internal teams and outsourced partners as required to maintain daily focus on service delivery, responding to trends and insights as needed
• Identifying / tracking trends in customer insight and team performance. creating SMART structured action plans to drive consistent improvement
• In partnership with Workforce Management Optimisation (WFO); Actively manage specific queues across Digital, Voice, Escalations and other specialty queues as required to manage accuracy and efficiency.
• Work with frontline teams to identify incidents and raise with the technical teams / relevant stakeholders for resolution and guide agents on how to manage customers impacted.
• Working in partnership with internal / outsource partner teams build and deliver on specific improvement action plans/glide paths - really driving great performance and outcomes and continuously raising the bar
• Identify training and coaching requirements for teams based on performance monitoring, feedback and data analysis (focused on Quality, Productivity and Service Lens)
• Leading / supporting Afterpay / wider BLOCK Projects to drive improved continuous improvement as our business evolves.
• Work with global Operations teams and Outsource partners to ensure operational readiness for planned change and or incident responses as required.
• Define and help prioritize SOP and high effort process issues, whilst always keeping the global impacts at front of mind
• Prepare weekly/monthly Operations reports and lead partner performance reviews
• Act as a representative in the absence of line manager and support broader Afterpay/Clearpay teams where required
• Be actively involved in regular Calibration sessions with QA team and suppliers to ensure that an understanding of expectations is met.

You Have

To be successful in this role you will have:

• Proven track record in Operational team leadership and customer service delivery; minimum of 5 years of related experience Customer Service Leadership in a complex omni channel model (voice, messaging, social)
• Solid working experience of working in a regulatory environment and able to manage regulation diligently
• Strong analytical skills and the ability to translate that into concise reporting & commentary
• The ability to present to varied stakeholder audiences and articulate your topics to ensure engagement and partnership
• Self-starter drive with a positive forward thinking / “ can do” attitude who is results focused and a real performance driver
• Experience working in a fast pace forward thinking environment; delivering change / handling ambiguity
• Coaching expertise - As a ‘hands on’ coach you are prepared to roll your sleeves up and support the team - coaching experience is crucial to this role
• Ability to troubleshoot and fix problems - find solutions and connect the dots
• Proven experience working in a complex team environment; preferably remote teams in multiple locations
• Motivated leader able to manage and prioritize competing tasks with a passion for operational effectiveness who can take the team with them
• A genuine passion for ‘treating customers fairly’, driving positive customer experiences & developing teams
• Process improvement / change management capability
• Excellent interpersonal and communication skills with a natural skill for developing relationships both internally and externally
• Data Analysis and Insight capability; ability to identify and understand process trends / themes and to formulate meaningful insights from this for action or attention
• Bachelor's degree or equivalent experience

Other

• The global nature of our team may require this role to work flexibly from time to time in order to connect to colleagues who operate in ANZ, North America and UK or Partners in the Philippines.
• Your leader may work on alternate timings from you and therefore you will need to be flexible to operate independently at times - maintaining business as usual operations and continuity