At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand.
Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.
12 month maximum term contract
This maximum term Operations Manager role provides an opportunity for an experienced contact centre leader to help guide and lead our MyCar Novated Leasing team. With the opportunity to work across our two largest brands in Maxxia and Remserv you will help us meet our operational targets, consistently achieve our Net Promoter Score, maintain both quality and customer service excellence and work with your Team Leaders to ensure that systems, processes and resourcing are working at optimum levels.
As the ideal candidate for this role you will have a strong understanding of contact centre performance metrics and achieving the balance between productivity and quality, as well as being able to translate optimal operating standards into positive customer experiences.
Key responsibilities for this role include:
- Assist in the execution of the business’s operational strategy, supporting the achievement of short and long term objectives
- Maintain performance and operational process standards to ensure customer expectations are met and exceeded
- Provide strong, dynamic leadership that develops, and guides team leaders to efficiently & effectively drive their teams to deliver high quality customer experiences that enhance customer advocacy
- Proactively manage the performance of direct reports and assists with the performance management of frontline employees, as required
- Develop and implement recovery strategies and department policies to manage exposure to, and recovery of customer debt within tolerance MMS risk appetite.
- Build and maintain strong collaborative relationships with key internal and stakeholders and partner with them to effectively
To be considered for this role you will have:
- Extensive contact centre experience
- Proven ability to lead large successful teams to achieve key operational results whilst achieving high levels of engagement
- In depth knowledge of call centre metrics and customer service strategy
- Excellent interpersonal skills necessary to communicate effectively at all levels with other team members, customers, senior managers and members of other internal business units
- A structured, analytic approach to problem solving and ability to produce practical operational solutions
- Highly developed influencing skills and the ability to generate stakeholder commitment
What we can offer you:
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Novated leasing benefits and discounts
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12 weeks paid parental leave and access to our Parents Portal
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Comprehensive learning and development opportunities to support your career growth
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Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
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Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
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Exempt Employee Share Plan
As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.
Please note all successful candidates will be required to undergo background checks.
McMillan Shakespeare Melbourne, Victoria, AUS Office
Melbourne Central Tower, Level 21, 360 Elizabeth Street, Melbourne, Victoria , Australia, 3000
