Operational Excellence Manager - Chatswood, Australia - Global Payments (Beamery)

Global Payments (Beamery)

Verified Company

Chatswood, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Description:

About Us

Through local expertise and global scale, we at
Global Payments Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit,
Sentral, Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500 brand with a worldwide footprint to accelerate our customers' full potential.

Sentral , is a proven web-based software solution that seamlessly manages school administration, student data and parent engagement. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 3,000 schools across Australia.

About the role

Reporting to the Head of Customer Support the
Operational Excellence Manager is responsible for leading the Customer Experience, Continuous Improvement, Knowledge Management and Advanced Support teams to ensure that operational goals are achieved.

This is a customer-centric role that drives service excellence, defines operational performance standards, streamlines processes to enhance support operations and provides efficiencies whilst developing a high-achieving culture.

Promoting operational integrity and being the forerunner in identifying trends, challenges, and opportunities, other key areas of focus will include:

Building a culture that is consistent with Sentral's vision, purpose, values and strategy;
Capturing & sharing information pertaining to incidents and requests and interfacing with internal Sentral technical teams to resolve issues or enquiries.
Specifying and build tools to improve the speed and quality of Customer support;
Analysing support workflows and defining strategies to improve productivity and effectiveness;
Defining and implementing projects that will simplify and transform the client experience including digital support.
Helping shape, design and lead the rollout of new support channels and service offerings.
Preparing performance & trend reports by collecting and analysing data from the Customer Support functions.
Designing and cultivating processes across other functions to remove bottlenecks and boundaries with the endtoend support so there is continuous improvement and an enriched overall customer experience.

About you

A customer focused, engaging and inspiring leader, you will have significant experience in frontline customer support management covering customer operations and incident support with
SaaS products .

You will be able to demonstrate a history of building high performing teams whilst increasing customer satisfaction, organic growth and retention.

You will also bring:

Demonstrated experience using Customer Managements tools preferably SalesForce and understanding with defining support processes;
A track record of business process improvement;
Ability to delegate responsibilities and actions successfully to staff throughout the business;
Experience with staff scheduling and performance tracking metrics;
Strong analytical skills and ability to provide strategic insights for continual service improvements;
Strong negotiation and influencing skills with evidence of engaging successfully;
Experience in managing cross team projects to completion.

Please note that you must have

Full work rights in Australia
Ability to obtain a Working with Children Check
Ability to obtain an Australian Federal Police Check

Our benefits

We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.
We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a
flexible working rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of
wellbeing resources we offer, use your breaks and your leave including
Birthday Leave.

We provide a first class
employee assistance program that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

We offer
12 weeks paid parental leave for either parent as well as two weeks paid secondary carer's leave.

Celebrating together is a big part of our culture and we regularly gather for
Extravaganza and Team Appreciation Days , plus fun activities brought to you by our social committees.

We like to shout at each other, not literally but via
Reward and Recognition Programs such as Shout Outs - recognising our people that go above and beyond and make a difference to our customers.

We also pride ourselves on giving back to the communities in