*Please note: First People Recruitment Solutions is recruiting for an Aboriginal and/or Torres Strait Islander candidate for this position*About the ClientThis 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*Please note: First People Recruitment Solutions is recruiting for an Aboriginal and/or Torres Strait Islander candidate for this position*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 AccountabilitiesWith 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.
- 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.