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National Service Hypercare Manager

Australia Post - Australia,

Government, Defence & Emergency
Source: uWorkin


Work type: Permanent Full Time
State: VIC
Location: Melbourne

What does the role involve?

The National Service Hypercare Manager both partners with and drives the Customer Excellence Programs for the Deliveries business unit. The position is responsible for planning and delivering a roadmap of change and priorities that drive sustainable improvements in Service Quality. This role focuses on strong relationship management and facilitating change with a focus on achieving optimal efficiency for our customers and network.

This role also leads a team of Service Hypercare Coordinators and their teams of Customer Officers to collaborate with the operation and customers that will deliver continuous improvement plans and outcomes. Streaming and compliance is a key deliverable for this role.

Major accountabilities:

  • Lead the provision of meaningful Analytics & Insights and translate these into actionable change within the Deliveries operation
  • Accountable for defining, recommending and aligning on priorities to deliver improved Service Quality, working with peers within the Service Quality Senior Leadership team and Operational stakeholders to collaborate on the roadmap for continuous improvement
  • Work as a collective with peers to seek endorsement from GM level on key priorities that will deliver against required targets, be comfortable with navigating conflicting priorities and reaching consensus in a fact based manner
  • Accountable for managing the Customer Control Centre and optimising the engagement with this function across deliveries and the enterprise
  • Accountable for implementing proactive / AI based interventions to optimise issue resolution management
  • Ensures optimal Service Quality during key strategic events within the Operation, including but not limited to, opening new facilities, network planning enhancements, peak period
  • Develop effective and collaborative relationships with customers
  • Support Sales where required in meeting with prospective and existing customers with a view to develop solutions to meet their requirements
  • Provide the escalation point for customer related issues and drive long term resolution
  • Contribute to a culture that fosters the One Australia Post approach, focuses on safety and wellbeing
  • Provides expertise and guidance to program team members and key stakeholders in supporting the delivery of business initiatives and their benefits
  • Drives a culture of passion for the cause, tenacity and resilience. Should focus as much on Operational partnerships as delivering outcomes.
  • Leads, inspires and holds team accountable to define and deliver initiatives that improve performance metrics. Can show tangible evidence of output of team

Essential experience and skills required:

  • Demonstrated high level strategic thinking, planning and problem-solving skills
  • Significant experience in liaising effectively direct with customers on compliance
  • Demonstrated experience and success with leading and facilitating the implementation and acceptance of large scale change within the workplace, including effectively leading teams of customer focused professionals
  • Proven ability to communicate with a broad and diverse audience including customers, including the ability to break down complex matters and achieve positive outcomes
  • High level interpersonal skills and an ability to develop sound relationships with internal stakeholders and particularly with external customers
  • Detailed knowledge of letters, mail and parcels products working within operational environments
  • Detailed knowledge of streaming, revenue protection and recovery procedures.
  • Formal qualifications in business, logistics or supply chain are preferred
  • High level analytical capability with advanced skills required in Tableau

We believe investing in our people is good business.

That’s why we have team dedicated to career coaching and support for our employees. And we know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/life balance.

Together, our differences make us stronger.

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post - https://mypo.st/Diversity If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at [email protected]

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video https://mypo.st/WelcomeToCountry to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.

The remuneration range for this role is $160,000-$163,500 inclusive of superannuation.

Ready to join the transformation of Australia Post?

Click apply now, to help shape our tomorrow.