Country Operations Lead
vor 3 Wochen
Country Operations Lead - Fiji
Position Description
Reports To: Head of Operations
Level: Mid
Experience Required:
- 5+ years of experience supporting customers in a B2C or B2B context
- 2+ years of experience in startup businesses and or methodologies
- Relevant degree in Finance / Banking / Operations Management
Salary Band
$95k - $110k
Position Overview:
The Country Operations Lead - Fiji at Citro will play a pivotal role in the growth and success of our customer operations team. The key deliverables will be centred around the scaling up of our customer support team operating out of our Fiji. You will use your extensive operational expertise, critical problem solving capabilities, and leadership skills to ensure that our operations team are delivering exceptional customer experiences to our rapidly growing base of Citro members, whilst also meeting our compliance obligations under the AFSL under which Citro operates. The role will also be responsible for optimising processes, act as our local leadership presence in Fiji, working closely with our local human resourcing partner in Fiji (and their personnel) to develop and maintain business processes that drive operational excellence and the delivery of the company's growth objectives. As this role is responsible for the operations of our rapidly expanding team in Fiji, this will demand extensive travel to and time spent in Fiji.
Key Responsibilities:
- Recruitment and Training - Facilitate the recruitment, training and onboarding of offshore operations employees and take responsibility for their upskilling to role competence
- Team Leadership: Coach and mentor the offshore operations team, providing guidance, support, and training as needed to ensure optimal performance, customer satisfaction and regulatory compliance
- Process Optimisation: You will provide recommendations to our Head of Operations to improve existing processes or product workflows and implement agreed solutions to streamline operations.
- Quality Assurance and compliance:Design and document business processes, staff training and monitoring to ensure compliance with regulatory requirements and industry standards related to operations, including safety, environmental, and legal regulations, whilst also maintaining an exceptional customer experience.
- Cross-Functional Collaboration: Collaborate with internal teams, including Engineering, Marketing, and Product, to ensure alignment of operational activities with overall business objectives.
- Risk Management: Identify potential business and compliance risks to the Head of Operations and develop strategies to mitigate them, ensuring business continuity and resilience.
Qualifications and Experience:
- Bachelor's degree in Banking / Finance, Operations Management, or related field (preferred).
- Experience working in an Australian Fin-Tech or Financial Service business in an operational position (or similar).
- Proven experience in operations management, preferably in a start-up or fast-paced environment.
- Excellent critical problem-solving abilities and a proactive mindset.
- Strong communication and interpersonal skills.
- Proficiency in project management tools and software.
- Ability to thrive in a dynamic and fast-paced environment, adapting quickly to changing priorities and requirements.
Other requirements:
- You must be willing and able to travel to Fiji on a regular basis, being available to be located in Fiji for extended periods of time.
Role Advertisement Open from 31 May 2024 - 28 June 2024
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