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May

Senior Manager (Community Manager)

Singtel Group - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

Join a company dedicated to your career development and where you can simply be yourself at work!

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

We've put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.

About the role:

At Optus, we’re transforming the way we do things. You will be influential and a key part of delivering change via our new agile ways of working. We’re turning a page and starting a new era.

As part of the Customer Resolution family, you’ll be leading the teams as we establish communities of experts specialising in Customer Resolution Care. The communities will be made up of Customer Resolution Experts and Coaches. In the new world, a community is made up of a number of collaborative Pods, with each Pod being supported by a Coach. Our Customer Resolution experts in each Pod will be universal in knowledge and will be required to contribute towards the development and execution of the Optus Customer Resolution Strategy across all products and services, working closely with both internal and external regulatory bodies such as the TIO, ACMA and the Privacy Commissioner.

The Customer Resolution Care and Support Manager will be required to lead and contribute to data driven improvement and innovation initiatives that will help us reduce our TIO Customer Resolution volumes to be the best in the industry as well as assist the coaches and AD Customer Care to mobilise the team structure and embed the principles

Responsibilities:

  • Play a key role in helping bring together the newly formed Customer Resolution team and implementing a new innovative way of working across all states and all communities.
  • Deliver on the operations model, workforce planning and workplace design
  • understand, shape and deliver the overarching business strategies to ensure the Customer Resolution Community continues to excel as a high performing, complex problem solving one stop channel to resolve and eliminate customer complaints.
  • Identify opportunities to implement ongoing training strategies for staff and design a Customer Resolution management process to roll out company wide
  • Identify opportunities to further enhance the new ways of working across the communities as well create efficiencies in processes and delivery
  • Define, review and analyse organizational processes and suggest improvements working closely with leadership and the core project team
  • Play a part in recruiting and attracting the right talent and setting training and quality standards
  • Responsible for improving quality, productivity and efficiency
  • This role will be a key member of leadership team
  • May be required to travel (Domestic / International)
  • Live and breathe the Optus Values and Behaviors
What we are looking for:
  • Minimum of 5 years' experience in managing a team in dispute resolutions/ complaints; financial services or utilities background preferential
  • High level of experience in leading and implementing projects; designing best practice procedures
  • Excellent internal and external stakeholder management, strong influencing skills, excellent verbal and written communication
  • A strong familiarity of digital service operations.
  • Experience in managing and delivering initiatives in a transformation
  • Experience in leading change projects with multiple stakeholders utilizing process improvement methodologies
  • Direct experience with demonstrated success and financial results leading programs using Lean Six Sigma (or other project methodologies).
  • Developing and implementing new business metrics and reporting.
  • Strong understanding of HR laws/guidelines
  • Excellent communication skills – written & verbal
  • Attention to detail – thorough, accurate, complete and up-to-date knowledge
  • The ability to facilitate workshops and work towards required outcomes
  • Strong IT skills, especially MS tools and processes.
Employee Benefits

Working at Optus will provide you with a range of benefits that will enrich your personal and professional life. With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and childcare services, we ensure that we provide you with a safe and productive work environment.

Head on over to http://www.optus.com.au/about/careers to find out more about what it's like working with Optus.

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