Head Of Operations And Customer Service
vor 1 Monat
Who we are
We are Home-in and our vision is that all Australians buy and sell their home securely, with confidence.
To turn this vision into reality, our mission is to provide exceptional conveyancing for buyers and sellers, which is also so valuable to home lenders and real estate agents that they recommend Home-in to all their customers.
Home-in provides conveyancing services across Australia, settling over $7B in homes since 2020.
Our value proposition to customers is 'Expert conveyancers, digital convenience':
Conveyancers and lawyers with years of experience and local expertise.Award-winning app with digital ID verification, chat and more.We believe conveyancing is a key part of a customer's home buying journey.
Through our partnership with CommBank and integration with the CBA home loan process, we continually strive to create the best home buying experience in Australia.
Where would you fit?
This is a key role on the Home-in Leadership Team, reporting to the Managing Director.
You will lead two internal teams, the Conveyancing Operations team and the Customer Experience team, currently 20 FTE.You will also lead the operational activities of the conveyancers and lawyers from our partner law firms.Role Overview
As Head of Operations and Customer Experience you will lead and inspire our operations and customer experience teams to deliver outstanding service for our customers and CommBank lenders efficiently and effectively.
Your approach will enhance our customer centric performance culture, and you will engage and develop our team through effective coaching and leadership ensuring we meet all operational business requirements and efficiently manage costs.
The role co-ordinates and delivers outcomes consistent with our processes and risk appetite, focusing on the goal of consistently delivering the best customer experience.
Key Responsibilities People Leadership and Operations ManagementCreate a high performance, customer focused culture through effective leadership of the Operations and Customer Service teams.Manage the full team member life cycle including capacity planning, recruitment, onboarding, training and development, performance management, and reward and recognition.Drive employee engagement, productivity, and pride in service outcomes.Leverage reporting and metrics to objectively manage operational outcomes.Risk Management, Quality Assurance and ComplianceEnsure high standards of process quality and data integrity.Effectively lead customer complaint management and escalation.Ensure all activities meet the Group's governance policies and standards and take corrective action where relevant.Ensure a safe workplace for our people.Operational Performance, Change Management, Continuous improvementLead day-to-day operations ensuring team deliver high performance outcomes.Manage key service providers to ensure they are meeting their SLAs and delivering great customer outcomes.Responsible for accurate stakeholder reporting on operational and partner performance, risk management and issue resolution.Lead the generation of insights that enable continuous improvement of customer outcomes and efficiency.Effectively manage change for customers, our team and partners, including logistics, communication and training activities.Experience Significant experience leading operations, with proven results in cultivating high performance teams.Demonstrated experience leveraging metrics, SLA's and reporting to drive decision making.Ability to deliver continuous change, without impacting customer outcomes.Experience delivering outcomes within a regulated environment or similar environment with defined risk appetite.Experience problem solving complex customer escalations across functional teams with effective stakeholder management.Why Join Us? This is an opportunity to have a positive impact daily on one of the most important transactions in Australians lives.Be part of reimagining and continuously improving Home-In operations.Enjoy a flexible and dynamic start-up environment.We nurture a safe space for our people to show up as they areCompetitive salary and bonus structure.Opportunities for professional growth and development.Access to the best in class benefits that CommBank offers.Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you. Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace.
We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone.
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