Operations Manager

Summary

Join InDebted as the global leader of Customer Engagement and develop, implement, and execute strategies to deliver exceptional customer experiences. Lead global voice collections operations, implementing strategies to increase collections effectiveness and liquidation performance. Manage performance metrics, develop and execute customer engagement strategies meeting portfolio targets. Partner in designing and implementing InDebted’s global customer operating model, maximizing customer engagement and resolution rates. Define team KPIs, incentive schemes, and performance reporting. Provide trend analysis and reporting on collections and customer behavior, recommending continuous improvements. Ensure voice strategies align with InDebted’s customer-centricity focus and client expectations. Create an environment of continuous improvement and champion the company culture.

Requirements

• Demonstrated leadership experience within the Financial Services or Technology industries
• Demonstrated experience in People Management
• Superior expertise in resource budgeting & forecasts
• Ability to maintain the highest standard of integrity, accuracy, and precision
• Tenacity to thrive in a fast-paced environment
• Desire to work with and be a part of a larger team to achieve company goals
• Positive, personable, and focused attitude

Responsibilities

• Partner in the design and implementation of InDebted’s global customer operating model, combining the strengths of Customer Service and Customer Engagement to deliver the best global bi-directional omni-channel customer operations in our industry
• Define, recommend and implement the best voice collections strategies and processes globally to maximise customer engagement, resolution, and liquidation rates. Lead a team of Customer Engagement Representatives and Managers globally, working with customers in an omnichannel environment to resolve past due accounts
• Deliver on monthly and annual regional and global revenue targets from voice collections
• Define and recommend team KPIs, incentive schemes, performance reporting, and dashboards to track the effectiveness of our Customer Engagement strategies globally
• Provide trends analysis and reporting on collections and customer behaviour, with recommendations on continuous improvement to drive optimal recoveries
• Ensure our voice strategies align with InDebted’s customer-centricity focus and key client Quality Assurance expectations
• Create and nurture an environment of continuous improvement by bringing a passion for learning, coaching, and individual and team development to the role
• Champion our culture by being the embodiment of our core values and demonstrating those values on a daily basis

Preferred Qualifications

• Prior experience in Venture Capital or Private Equity-backed businesses
• Prior experience in presenting & reporting to Executive leadership
• Familiarity with databases and data analysis concepts

Benefits

• Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility
• Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life
• Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs
• Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity
• Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country
• Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave