Customer Experience Specialist Operations Manager

About Us Committed to making a difference, InDebted was founded to change the world of consumer debt recovery for good. We're disrupting a broken industry and creating a better way for businesses to recover debt - where the customer comes first.

We’re a global, digital-first, and customer-obsessed team of over 200 people, living and working across 11 different countries.

And we’ve also recently been named the AFR BOSS Best Place to Work! By focusing on the happiness and well-being of our people, we’ve created a truly flexible, purpose-driven, and engaging workplace. We’re all here with one shared vision - to remove barriers to financial freedom for all people.

Summary Description: InDebted is seeking a dynamic Operations Manager to lead our customer experience teams. You will play a pivotal role in overseeing team leaders and managing various regions/clients. Your goal is to drive the achievement of key SLAs, productivity, and quality targets.

If you thrive in a fast paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something great and help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Duties and Responsibilities:

• Supervise team leaders and oversee client and regional operations.
• Accountable for achieving key SLAs, productivity, and quality targets.
• Act as the main contact for client success managers for audits and quality assessments.
• Collaborate across departments to roll out initiatives and continuously enhance operations.
• Work closely with quality and training departments to identify and resolve operational opportunities.
• Foster team growth and support career development.
• Maintain excellent communication skills, effective time and people management, and adaptability in a changing environment.
• Provide regular and impactful coaching to your team
• Handle escalations to ensure customers have any concerns resolved
• Role model our core values and guide your team to demonstrate these values every day
• Support your team in their personal growth and career goals
• Maintain a thorough knowledge of all relevant regulations and monitor compliance within your team
• Work with your team, your peers, and other functions to identify and implement process improvements to improve efficiency, effectiveness or quality and deliver worldclass service for our customers
• Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management
• Actively and effectively support the team to achieve business objectives, while maintaining high team engagement
• Build strong relationships with your direct team, and peers within Customer Experience (Digital) and in other key functions
• Help your team support thousands of customers on their debt free journey, using your deep understanding of our product and their situation to help reach the best outcome

Monitor key metrics at a team and individual level, including:

• Productivity: 85-90%+ (depending on the specialist within the team)
• QA: 90-95% (depending on the specialist within the team)
• Team SLAs, specific to channel

Experience & Skills:

• Proven experience in operations management, particularly in customer service or related fields.
• Passion to help support and grow your team, and to have a positive impact on our customer’s debt free journey
• Strong leadership skills that inspire team members to excel by example
• Exceptional listening and comprehension skills
• Strong initiative and ability to adapt to new projects and suggest process improvements
• Computer literate with proficiency in Google suite and willingness to learn and embrace new systems
• Excellent written and verbal communication skills in order to interact clearly and concisely with team members and customers with the aim of providing world class Customer Experience
• Strong self organization, decision making and analytical abilities
• Creative problem solving skills
• Strong detail orientation