Head Of Operations - Service Centres

The Head of Operations – Service Centres will lead the transformation of Tabcorp’s Service Centres, overseeing our entire aspect of Service Support and Customer Service.

You will drive inclusivity whilst being the champion of change ~ tasked with fostering an inclusive culture, with an innovation lens, and the agility to ensure operational (and people) excellence in the 24/7 Operations space.

This role requires customer service expertise, exceptional communication skills, and the ability to motivate and guide teams to deliver for both B2C and B2B services.

What you’ll do:

Provide Leadership and Strategy Development: Develop and execute a Service Centre strategy aligned with Tabcorp goals and objectives, including the creation of a transformational roadmap.

Be a Manager of Change: Drive a deep proficiency in leading change management initiatives and adapt the Service Centre to evolving customer needs, business support and technological changes.

High performance coach: Enhance Performance Management and Team Leadership ~ leading, motivating, and developing high-performance teams, whilst optimizing workforce utilization and performance expectation.

Live in a Continuous Improvement Mindset: to foster continuous improvement initiatives ~ enhance efficiency, effectiveness, customer satisfaction, and compliance.

Align your team, steer a collaborative environment, high on EQ: work closely with senior management to align Service Centre goals with overall business strategy.

Foster a positive, fun, and inclusive work environment that encourages teamwork and collaboration

What you’ll bring:

• Extensive Leadership Experience: Proven track record in overseeing Service Centres, ideally in a 24/7 environment, showcasing strong leadership skills.
• Customer Service Excellence: Customers are at the heart of everything we do so a deep understanding of customer service principles, delivering exceptional experiences in both B2C and B2B realms.
• Change Management Expertise: Ability to lead change initiatives and drive transformation within Service Centres, adapting to evolving customer needs and technology.
• Strategic Planning and Execution: Strong strategic thinking, capable of developing and implementing service centre strategies aligned with organizational goals.

You’ll have:

Strategic Thinking with Results-Oriented Mindset: Ability to think strategically and achieve results aligned with organizational goals.

Adaptability and Problem-Solving Skills: Capacity to thrive in a fast-paced environment, coupled with strong problem-solving abilities and a proactive approach to challenges.

Leadership and Team Management: Demonstrated experience in leading and inspiring diverse teams, coupled with strong change management and project management skills.

Regulatory Environment Knowledge: Familiarity with highly regulated environments and compliance.

Experience in Service Centre Environment: Proven track record in senior leadership roles within a Service Centre environment, along with a strong understanding of Service Centre technologies and best practices.

What you’ll get

• The flexibility of hybrid working with team anchor days.
• Diverse leave options: cultural, volunteer, flexi, and 18-weeks parental leave.
• Access to our health and wellbeing app and Employee Assistance Program.
• Monthly employee social activities, competitions, awards and free tickets to events.
• Access to digital learning modules for continuous upskilling.
• Ongoing commitment to D&I through leading policies & initiatives.

About Us

Tabcorp is Australia’s leading gambling entertainment company. Our 3000+ team is as diverse as Australia itself. Our people drive the iconic, homegrown, world-class brands TAB, Sky Racing and MAX. As an ASX-listed company, we’re proud to shape our industry for the better. To find out more about us and what we offer, visit our website.

We’re committed to creating an inclusive workplace where everyone feels valued for their contribution and has a sense of belonging. We welcome applications from candidates with visible and non-visible disability, or with any workplace accessibility requirements. Please reach out via *******@tabcorp.com.au should you require any accommodations or adjustments to ensure your full participation in our recruitment process.

Tabcorp is a ‘Circle Back Initiative’ employer – we commit to respond to every applicant.