Customer Operations Manager - Sydney, Australia - White Bay Search

White Bay Search

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Large Australian owned and operated Telco

Award Winning Services and place to work
Hybrid work from home and office

A large Australian Telecommunications company are looking to hire a Sydney based Customer Operations Manager to lead a high performing team of customer support oriented technical people focused on the implementation and ongoing support of technology services to the overall group.

The employees of the group are your customers, and since they are crucial to the success of their respective business units, they have a high expectation for the level of service provided.

This role is a member of the IT Leadership Team.

The Customer Operations Manager defines the Infrastructure and Services strategy and is accountable for the execution of projects, change, risk management, budget performance and the operating environment.

The leader will utilise their technical background to act as a trusted advisor to customers as well as a technical mentor to internal staff.

They will have key strengths in Operational Efficiency across a wide range of technical elements deployed through the group, Risk Management and ITIL process experience, a Customer Service culture as well as a proven track record for Service management and Customer Engagement.

What we need:

Experience:

An "Operational" mindset
Demonstrable track record of providing exceptional Customer Service, Customer Relationship Management skill
Exceptional people skills, the ability to engage and motivate staff
Drive to succeed, exceptional organisational skills
Limited budget management, cost conscious, business acumen
Mentoring, Coaching and Training
Exceptional communications skills, written and interpersonal
Demonstrable ability to set up, lead and deliver projects

Capabilities:

A passion for working with people and the ability to quickly build rapport
Desire to solve business problems with urgency and quality
The ability to identify opportunities to delight and wow customers
Effective escalation management
A creative approach to problem solving
Effective Communication and negotiation skills at all levels, technical through to directors
Commercial and Business acumen
Management and development of a team of technical minded people
Second Level Escalation
Process review and improvements
Adherence to Industry recognised standards
Can develop people management skills including all aspects of full cycle people management
Can develop an ability to coach, lead and mentor
Background in service delivery methods and processes
Experience presenting to C Level in a formal setting

Interested?