Operations Support Team Leader, Afterpay

Join a movement in which everyone can win. We started a movement in which everyone can win - shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.
Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers. We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
The Role
We are seeking a result focused individual with a naturally positive mindset, who has a strong background in leading a team of Operational Support Specialists within a Collections, Hardship or Back Office department. As an Operations Support Team Leader you will be managing and mentoring a team of approximately 13 people.
You Will

• Drive strong customer service strategies to ensure internal and external stakeholders are supported
• Manage and monitor workflow, incoming requests and queue management in accordance with required policies and procedures to provide a supportive customer experience and ensuring timely and fair outcomes are achieved
• Ensure the team investigate, manage and resolve customer requests and complaints, in accordance with policies and procedures to deliver the best possible customer outcome
• Monitor quality, productivity and service standards of the team to ensure SLAs are met
• Support and be involved with the creation and implementation of projects and strategies
• Develop and support an efficient and responsive team

You Have

• A minimum of 2 years experience as a leader in Collections, management of vulnerable customers and liaising with Financial Counselors
• A sound knowledge of Debt Recoveries and proven delivery of performance against targets
• Strong knowledge and understanding of all relevant legislation, including Debt Collections Guidelines, BNPL Code, NCCP and Australian Privacy Principles
• Data Analysis and Insight capability; Proven examples of ability to identify and understand process trends / themes and to formulate meaningful insights from this for action or attention
• Experience managing a team within an Omnichannel environment and strong digital experience (Email, messaging and social media channels)
• Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment
• You will be able to demonstrate leadership and supervision experience in current or previous roles, effectively manage performance, coach team members in order to maximize performance and ensure great service is delivered by working side by side with your team members

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.