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    Operations Manager - Sydney, Australia - Woolworths Group Limited

    Woolworths Group Limited
    Woolworths Group Limited Sydney, Australia

    1 week ago

    Woolworths Group Limited background
    Full time
    Description

    Operations Manager - Wpay Hub

  • Play a key part in an agile, customer-centric team based in Sydney
  • Hold a central role in the company, with the customer at it's heart
  • Join Wpay - the largest non-bank acquirer and payment processor in Australia

    • We are Woolworths Group

    We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – 'to create better experiences together for a better tomorrow.' It's that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

    We are Wpay

    Founded within the Woolworths group, Wpay has unparalleled expertise in customer-led payment experiences for businesses across Australia and New Zealand.​ ​ We're ready to help businesses move beyond payments by transforming transactions into rich payment experiences.

    With an unrivaled understanding of people and the way they pay, we simplify operations and innovative payment offerings. Keeping businesses safe from fraud, improving customer satisfaction, and enabling growth.

    Wpay is Australia's largest non-bank payments provider, processing transactions and > $50bn in volumes, servicing > 30m customers in-store and > 19m customers online - every week You'll be working with Australia's largest retail operations - both online and in-store, along with pushing the innovation boundaries with marketplaces and the subscription and gig economy businesses.

    What you'll experience

    Our Team Members are at the heart of everything we do and we're always looking for ways to support your career journey and reward great work:

  • Flexibility is valued and supported across Woolworths Group and covers flexible work hours and locations (including working from overseas for up to 8 weeks per year), flexible career opportunities, and flexible leave options
  • Career development sessions, internal networking events and mentorship/leadership programs to grow your career
  • Team member discounts across all Woolworths Group and partner businesses, access to discounts in novated leases, share purchase plans, lifestyle and other attraction discounts
  • 4 weeks paid parental leave for all secondary carers. Both Primary and Secondary Carers who are employed in full or part-time roles are eligible to access Parental Leave entitlements from their first day of employment

    • What you'll do

    As the Operations Manager for Customer Hub, you will be the advocate for customers & the Customer Hub agents. Play a key part in ensuring the seamless & proficient functioning of Wpay operations with a targeted approach to end-user support, preempting payment errors, and championing operational excellence. Elevate customer experience through the management of inquiries, addressing issues, and facilitating escalations by ensuring the Customer Hub team members as well as our SMEs are engaged and upskilled for their roles. In this role, you will:

  • Manage escalations from Wpay Hub team members & customers regarding all Wpay services
  • Apply subject matter expertise & solution-based knowledge and planning
  • Lead and report on metrics and support for new product initiatives
  • Be the link between agents, customers & management while providing crucial support for all stakeholders
  • Lead continuous improvement opportunities that benchmark our current services including upskilling agents & mitigating financial and legal risks
  • Oversee day-to-day operations and support in upcoming projects

    • What you'll bring

    We are looking for an Operations Manager who will champion process improvements, guide stakeholders through new territory & elevate what is important for the customer. You will support Customer Hub leaders with escalation management, people planning & reporting. To be successful in this role, you will have:

  • Strong customer focus and exceptional communication skills (written and verbal)
  • Strong stakeholder & crisis management skills
  • Ability to use own initiative and natural ability to solve problems
  • Exceptional organisational and time management skills & attention to detail
  • Proven ability to operate under tight deadlines while maintaining & prioritising tasks and responsibilities
  • Call Centre & leadership experience
  • Data reporting & interpretation experience
  • An "always on" positive mindset that is proactive and driven to solve problems
  • Being composed under pressure and persevering through challenges and being open to conflicting priorities and feedback

    • Everyone belongs at Woolworths Group

    Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

    We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

    Grow with the Group

    As an inclusive, team-first company

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