Senior Manager Customer Operations
vor 3 Wochen
Senior Manager Customer Operations Apply locations: Chatswood - Level 11, Gosford - Henry Parry Drive
Time type: Full time
Posted on: Posted 4 Days Ago
Job requisition id: R7249
Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia's leading experts in NDIS Plan Management and Support Coordination.
Are you an experienced leader with a passion for customer excellence and team development? Do you thrive in a dynamic, fast-paced environment where your expertise shapes outcomes and drives strategic growth? If so, we have the perfect role for you
As the PSS Senior Manager, Customer Operations, you will lead telephony, live chat, and email support functions for customers, service providers, and support coordinators across Plan and Support Services (PSS). Your focus will be on delivering superior customer service, enhancing operational efficiencies, and embedding a customer-first approach in every decision.
In this role, you'll lead by example, ensuring every decision aligns with our values:
Customer Always: Keep the customer at the heart of all we do. Everyone Matters: Foster inclusivity and respect in every interaction. Better Together: Build collaborative teams that thrive together. Strive for Greatness: Deliver exceptional outcomes and continuous improvement. What You'll Do: Lead Excellence: Manage and optimise Customer Care Teams to deliver exceptional service across telephony, live chat, and email channels. Strategise Success: Develop scalable, cost-effective operational models aligned with PSS goals. Foster Talent: Coach and guide team leaders and emerging leaders, ensuring consistent delivery of key performance indicators (KPIs). Drive Efficiency: Analyse performance metrics, tackle problem areas, and spearhead continuous improvement projects. Ensure Compliance: Maintain high standards in policy, procedure, and regulatory adherence, including incident and complaints management. Collaborate Broadly: Work with internal teams and external stakeholders like the NDIA and disability service organizations to achieve shared objectives. What You Bring: Leadership Expertise: 5+ years of experience managing contact centre teams, with a proven ability to exceed KPIs and drive service excellence. Customer-Centric Approach: Passionate about delivering exceptional service and embedding a customer-first mindset across teams. Operational Knowledge: Expertise in workforce planning, performance analysis, and compliance management. NDIS Insight: Understanding of the disability sector and the NDIS framework is a plus. Innovative Problem-Solver: Skilled in implementing change, improving systems, and driving cultural transformation. What we can offer you: Our strong people-first culture Flexible/hybrid working to enhance your work/life balance Novated lease benefits and discounts 12 weeks Paid Parental leave and access to our Parents Portal Exempt Employee Share Plan Paid Income Protection Insurance under MMSG default Super plan Access to a broad range of learning and development programs Career break and volunteering leave Access to Employee Assistance Program and annual Flu vaccination Lifestyle Rewards program 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 only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.
About Us The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia's salary packaging industry to today, MMS has a proud history of innovation and exceptional service.
Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.
#J-18808-Ljbffr
-
Senior Manager Customer Operations
vor 3 Wochen
Sydney, Österreich Plan Partners VollzeitSenior Manager Customer OperationsApply locations: Chatswood - Level 11, Gosford - Henry Parry DriveTime type: Full timePosted on: Posted 4 Days AgoJob requisition id: R7249Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have...
-
Customer Operations Manager
vor 4 Wochen
Sydney, Österreich Manpower Australia VollzeitCustomer Operations Manager Location: North SydneyThe Role Seeking a skilled Customer Operations Manager to join our clients Services & Logistics team.This role serves as the primary escalation point for operational issues, ensuring swift resolution of critical escalations and fostering positive business relationships.The ideal candidate will possess...
-
Customer Operations Manager
vor 4 Wochen
Sydney, Österreich Manpower Australia VollzeitCustomer Operations ManagerLocation: North SydneyThe RoleSeeking a skilled Customer Operations Manager to join our clients Services & Logistics team.This role serves as the primary escalation point for operational issues, ensuring swift resolution of critical escalations and fostering positive business relationships.The ideal candidate will possess expertise...
-
Sydney, Österreich Tideri Jobbörse VollzeitSenior Manager Customer Operations Apply locations: Chatswood - Level 11, Gosford - Henry Parry Drive Time type: Full time Posted on: Posted 4 Days Ago Job requisition id: R7249 Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country.As part of McMillan Shakespeare Group, we have...
-
Senior Connections Operations Manager
vor 4 Wochen
Sydney, Österreich Transgrid VollzeitAbout the role: This is a fantastic opportunity for a self-motivated & dynamic individual to join the team at Lumea as the Senior Connections Operations Manager. LUMEA is a Transgrid Group brand focused on renewable energy solutions in the competitive energy market.In your new position as the Senior Connections Operations Manager, you will oversee asset...
-
Senior Connections Operations Manager
vor 4 Wochen
Sydney, Österreich Transgrid VollzeitTransgrid operates and manages the major high voltage electricity transmission network in NSW and the ACT, connecting generators, distributors and major end users.Our core role is to connect electricity consumers to a safe, secure and reliable network through efficient maintenance, proficient operation of assets and prudent investment.Our network is the...
-
Senior Connections Operations Manager
vor 4 Wochen
Sydney, Österreich Transgrid VollzeitAbout the role:This is a fantastic opportunity for a self-motivated & dynamic individual to join the team at Lumea as the Senior Connections Operations Manager. LUMEA is a Transgrid Group brand focused on renewable energy solutions in the competitive energy market.In your new position as the Senior Connections Operations Manager, you will oversee asset...
-
Senior Connections Operations Manager
vor 4 Wochen
Sydney, Österreich Transgrid VollzeitTransgrid operates and manages the major high voltage electricity transmission network in NSW and the ACT, connecting generators, distributors and major end users.Our core role is to connect electricity consumers to a safe, secure and reliable network through efficient maintenance, proficient operation of assets and prudent investment. Our network is the...
-
Operations Manager
vor 1 Monat
Sydney, Österreich Stewart Title VollzeitWe are the Australian operation of Stewart Title Limited, a leading provider of title insurance. As one of the largest residential and commercial title insurers in the world, Stewart Title specializes in providing our clients with exceptional service, deep expertise and innovative solutions to help close their real estate transactions with peace of mind. Job...
-
Operations Manager
vor 1 Monat
Sydney, Österreich Stewart Information Services Corp. VollzeitWe are the Australian operation of Stewart Title Limited, a leading provider of title insurance.As one of the largest residential and commercial title insurers in the world, Stewart Title specializes in providing our clients with exceptional service, deep expertise and innovative solutions to help close their real estate transactions with peace of mind.Job...
-
Operations Manager
vor 1 Monat
Sydney, Österreich Stewart Information Services Corp. VollzeitWe are the Australian operation of Stewart Title Limited, a leading provider of title insurance.As one of the largest residential and commercial title insurers in the world, Stewart Title specializes in providing our clients with exceptional service, deep expertise and innovative solutions to help close their real estate transactions with peace of mind.Job...
-
Operations Manager
vor 1 Monat
Sydney, Österreich Tideri Jobbörse VollzeitWe are the Australian operation of Stewart Title Limited, a leading provider of title insurance.As one of the largest residential and commercial title insurers in the world, Stewart Title specializes in providing our clients with exceptional service, deep expertise and innovative solutions to help close their real estate transactions with peace of mind.Job...
-
Senior Operations Supervisor
vor 1 Woche
Sydney, Österreich Cope Sensitive Freight VollzeitManagement (Manufacturing, Transport & Logistics)Full timeAustralia's largest independent specialist "Sensitive Freight" carrier with depots in all capital cities and major centres.At COPE Sensitive Freight, it's our people that make all the difference.Our 530+ employees take pride in delivering an exceptional customer experience and we are on the lookout...
-
Director Technology Operations
vor 2 Wochen
Sydney, Österreich Nsw Department Of Customer Service VollzeitNSW Telco Authority - Director Technology Operations Are you ready to ensure seamless operations for mission-critical services?Ongoing opportunity based in Sydney or Gosford with some travel across the state required.Flexible working arrangements are available to all staff in the Telco Authority.Total Remuneration Package from $225k including superannuation...
-
Operations Manager
vor 3 Wochen
Sydney, Österreich Welcome Hospitality VollzeitAdd expected salary to your profile for insightsAre you a dynamic leader with a passion for hospitality and a track record of operational excellence?The Glenmore Hotel, a Sydney icon located in The Rocks, is seeking an Operations Manager to join our senior leadership team.As 2IC to the General Manager, this pivotal role will drive operational success across...
-
Operations Manager
vor 2 Wochen
Sydney, Österreich Welcome Hospitality VollzeitAdd expected salary to your profile for insightsAre you a dynamic leader with a passion for hospitality and a track record of operational excellence?The Glenmore Hotel, a Sydney icon located in The Rocks, is seeking an Operations Manager to join our senior leadership team.As 2IC to the General Manager, this pivotal role will drive operational success across...
-
Apj Presales Operations Senior Manager
vor 2 Monaten
Sydney, Österreich Tideri Jobbörse VollzeitDo you love discovering gaps in operations and project delivery?Are you ready for an opportunity to transform the way operational projects work?If you have a passion for Change Management and know how to bring the best out in people through collaboration, interaction and systematic project management, then we want to talk to you!Nutanix (NTNX) is looking for...
-
Senior Biosecurity Officer
vor 1 Monat
Sydney, Österreich Senior Spirit Of Roselle Park VollzeitSenior Biosecurity Officer - Dubbo - SENIOR SPIRIT OF ROSELLE PARK SENIOR SPIRIT OF ROSELLE PARK Dubbo 1 week ago DescriptionLead, manage and coordinate daily delivery of biosecurity and NLIS regulatory programs and services.Manage, support and guide a team of Biosecurity Officers.Ensure legislated biosecurity obligations for pest and disease management and...
-
Director Technology Operations
vor 2 Wochen
Sydney, Österreich Nsw Department Of Customer Service VollzeitNSW Telco Authority - Director Technology OperationsAre you ready to ensure seamless operations for mission-critical services?Ongoing opportunity based in Sydney or Gosford with some travel across the state required. Flexible working arrangements are available to all staff in the Telco Authority.Total Remuneration Package from $225k including superannuation...
-
Operations Manager
vor 4 Wochen
Sydney, Österreich Found People VollzeitAbout The Company: This company is a leading timber and hardware supplier located in South-West Sydney, dedicated to providing premium timber products to builders and tradespeople.With a focus on reliable, on-time deliveries and outstanding customer service, they have built a strong reputation for excellence and are committed to supporting clients with the...
