Business Manager - Sydney, Australia - Australian Financial Complaints Authority
Description
At AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund or financial firm.As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses.
We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved.
That's what AFCA does.
About the opportunity
An exciting opportunity has become available in this newly created role to uplift financial, strategic and productivity performance of the Deputy Chief Ombudsman's office at the Australian Financial Complaints Authority - a private, not-for-profit, for purpose organisation.
This role will lead all business management activities for the DCO group including providing analysis, reporting and advice that contributes to workforce planning, efficiency, productivity and performance to ensure the team meets revenue and budget forecasts, and has the resources required to meet KPIs in line with member and customer expectations.
This role will also focus on managing and overseeing operational needs, efficiences, project work and administration support to the Lead Ombudsmen to assist them achieve their plans, be financailly sustainable and enhance delivery of our service.
This role will liaise with AFCA Corporate Services to identify key risk areas and to coordinate with key stakeholders to assist the Deputy Chief Ombudsman's office to meet its operational and strategic targets.
Typically, in this role you will:
- Establish and lead a revised allocations model.
- Oversee critical cyclical business initiatives including recruitment, onboarding, workforce planning, budget forecasting, productivity and performance management to ensure consistent processes are in place and act as a single source of truth.
- Leverage external best practice to identify opportunities to drive process improvements and automation.
- Monitor, report and advise on overall budget performance on a weekly and monthly basis and identify efficiency, productivity, workflow and performance gaps.
- Lead and drive workforce planning decisions with Deputy Chief Ombudsman leaders based on recommendations from Workforce Planning.
- Drive recruitment with hiring managers and help facilitate recruitment decisions to ensure timely and consistent approach is met.
- Onboarding of new employees to the Deputy Chief Ombudsman office (precommencement, day one up to ready to move into product specific team)
- Have a strong operational focus with responsibility over all matters relating to the operation of the Deputy Chief Ombudsman office, including decision makers, systemic issues, rules, accessibility, policy and research.
- Drive innovation and improvement within the business emphasising profitability, outlining future objectives, and driving customer excellence.
- Support the team to improve financial performance and ensure that key priorities are on track.
About you
To be successful in this role, you'll come equipped with:
- Business and commercial acumen, with a strong track-record of business plan implementation, budget management and workforce planning.
- Strong analytical, reporting and data analysis skills and high level of interest in process analysis
- Ability to display initiative, innovation and flexibility in the coordination of people and programs
- Strong interpersonal skills with the ability to interact with staff at all levels
- Exceptional written, verbal and interpersonal communication skills
- Effective engagement and relationship skills to influence, drive and execute activities that drive customer outcomes
What's on offer
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BOSS Best Places to Work 2023:
- placing at number five in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements.
Full-time or part-time (minimum 4 days) role in a for-purpose organisation committed to helping the community.
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Work-life balance and flexibility, so you can work in a way that best suits you and your family.
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Hybrid working from home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
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Progressive, flexible and inclusive leave entitlements, including 16 weeks paid parental leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
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Competitive remuneration in addition to salary packaging and novated leasing options.
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Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
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Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health suppor
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