Head of Operations | Call Centre|

Pioneer Credit Limited is an Australian-based business which is founded in good, and for more than 20 years, we’ve made it our mission to put an end to debt stress. We’re listed on the Australian Stock Exchange (ASX) as one of the largest investors in impaired retail credit in Australia, with our caring approach leading to lasting positive benefits in the community.

An exciting opportunity to join our Senior Leadership Team as Head of Operations is now available! Reporting to the Chief Operating Officer and as a vital member of our senior leadership team, you will be responsible for the development, execution, and achievement of Pioneer’s Operations strategy.

Your Role

As the Head of Operations you will be responsible for the overall performance of contact centre operations for Pioneer, both in Perth and Manila.

Oversee 350 + contact centre team members, Team Leaders and Operations Managers across two countries, providing leadership and direction to ensure performance is aligned to Pioneer’s objectives
Accountable for contact centre revenue line exceeding $160m
As part of the SLT, jointly responsible for the development, execution, and achievement of Pioneer’s strategy and goals.
Monitor and analyse key metrics, providing periodic revenue guidance and monthly performance reporting
Regularly re-forecast revenue and costs, managing levers in line with budget and strategic objectives.
Collaborate across the business to deliver seamless customer journeys, monitor customer engagement, and implement improvement initiatives.
Collaborate with Risk & Compliance on measures to improve compliance and risk culture within the operation.
Collaborate with People & Capability to deliver on an exceptional people experience across the employee lifecycle.
What We Are Looking For:

A person with exceptional integrity, empathy and drive
10+ years in senior leadership and contact centre roles with revenue responsibility.
Strong performance orientation with exceptional communication and leadership skills.
Analytical and strategic thinker with strong financial acumen.
Experience in contact centre technology and analytics, preferably in financial services.
Check out our Linkedin page to find out all the great things about Pioneer!

https://www.linkedin.com/company/pioneer-credit/life/217e881d-7b8a-4adc-b0ac-2ccb+0e680e8/