Manager, Business Operations - Customer Service

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

A rare chance to join our Operational Excellence team in this newly created position! The Manager, Business Operations is a crucial role in the Customer Service business plan. With a focus on the Operational processes you will uplift performance of the business by identifying key risk areas and liaising with key stakeholders to problem solve.

The Manager, Business Operations will have a strong focus in the areas of operational processes, managing business unit reporting and workforce planning. This position is responsible for optimising contact centre performance, managing and overseeing operational needs, efficiences, project work and administration support to the Customer Service leaders to drive continous improvement and deliver  actionable insights to support decision making. We are seeking someone with proven contact centre operational experience, looking to have a real impact in a values driven organisation. 

Typically, in this role you will: 

• Oversee daily operations to ensure consistent achievement of service level agreements such as ASA and GOS and key performance indicators.
• Leverage external best practice to identify opportunities to improve efficiency, drive process improvements, enhance customer experience and foster a culture of innovation by encouraging teams to propose and implement new ideas.
• Operational focus with responsibility over all matters relating to the efficient and accessible operation of the Customer Service business
• Monitor and manage contact centre workflows, including forecasting, scheduling and real-time adjustments
• Collaborate with the Customer Service leadership team to resolve operational challenges
• Work alongside the Senior Manager, Customer Service to oversee critical cyclical business initiatives including workforce planning and budget forecasting to ensure consistent processes are in place and act as a single source of truth.
• Develop and present workforce planning proposals based on recommendations from Workforce Planning 

• Proven experience in a contact centre operations role
• Extensive understanding of contact centre performance metrics and best practice
• Proficiency in contact centre systems, workforce management tools and data analytics programs such as Power BI.
• Experience with Microsoft Dynamics 365 is desirable
• Strong interpersonal skills with the ability to interact with staff at all levels
• Displays initiative, innovation and flexibility in the coordination of people and programs
• Ability to foster an inclusive and collaborative work environment that values diversity and teamwork
• Business and commercial acumen, with a track-record of business plan implementation, budget management and workforce planning.
• Strong Analytical skills and high level of interest in process analysis
• Exceptional written, verbal and interpersonal communication skills
• Strong relationship skills to influence, drive and execute activities that drive customer outcomes

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.