Executive General Manager - Operational Excellence

About the Client
This independent authority specialises in resolving financial disputes between individuals and financial institutions. It offers avenues for consumers and small businesses to address grievances concerning various financial sectors, including banking, insurance, investments, advice, and superannuation.
About the Role
This is a rare opportunity to join a high performing and award-winning leadership team amidst a transformative phase. This role oversees strategic operations and customer experience, driving efficiencies and enhancing quality. Leading various teams, they collaborate with stakeholders to align outcomes with the organisation's core values and strategy.
Key Accountabilities
With overall leadership of the Operational Excellence function including Customer Experience, Quality and Customer Service, key accountabilities include:

• Developing and implementing customer experience strategies that improve the experience for members and consumers
• Monitoring and enhancing quality throughout the lifecycle of a complaint.
• Leading a high performing customer service centre aiming to provide an excellent first experience for consumers and members
• Providing strategic leadership and insights to the Chief Operating Officer
• Developing a high performing leadership team which is aligned with the values of the organisation.

For a detailed position description outlining the specifics of the accountabilities, please contact Marisa Conlon -
Key Selection Criteria

• Extensive professional management and technical expertise gained at an executive management level.
• Extensive experience at senior level in managing diverse functions and resources within a complex and changing environment.
• Demonstrated ability to provide strong leadership to drive and support the transformation agenda with a track record of effective leadership in people and change management to deliver improved organisational outcomes and an aligned culture.
• Demonstrated high level communication and interpersonal skills in dealing with a broad cross section of the community.
• Demonstrated ability to develop strategic direction and operationalise initiatives.
• Ability to influence at all levels of the business including building a network of internal and external stakeholders.

For a detailed position description outlining the specifics of the accountabilities, please contact Marisa Conlon -
How to Apply
Click APPLY or contact Marisa Conlon, Senior Consultant, Talent Acquisition at marisa@fprs.com.au for further information on the role.
Please submit applications consiting of a CV and cover letter in Word format only by 25th March 2024.
FIRST PEOPLE Recruitment Solutions is a 100% Indigenous owned agency providing contingent contracts, fixed term contracts and permanent recruitment solutions to Government and Corporate Australia.
Our Head Office is based in Canberra with a national reach to all the states and territories, regional and remote areas of Australia.
FIRST PEOPLE Recruitment Solutions encourage applications from Indigenous Australians and Non-Indigenous Australians together with people from culturally diverse backgrounds.
FIRST PEOPLE Recruitment Solutions acknowledges the traditional owners of country throughout Australia and recognizes their continuing connection to land, waters and community. We pay our respect to them and their cultures; and to elders both past, present and emerging.