Service Excellence Team Lead at Afterpay

Operations, Permanent Full-time, Melbourne melbourne full-time
Posted 21 days ago

Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We are obsessed with our product. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

 Afterpay is offered by more than 55,000 of the world’s best retailers and has more than 10 million active customers globally. Afterpay is offered by top fashion and beauty retailers across the globe - including eBay, The Iconic, Myer, Foot Locker, Adore Beauty, Mac Cosmetics, Kathmandu and many others. We are currently available in Australia, New Zealand, the United States and the United Kingdom where the brand is called Clearpay. 

The Opportunity Joining our Global Operations team, you will create the foundations to establish, monitor and evaluate consistency in effortless experience through the customer's eyes. You will ensure that our customers around the globe have the best possible service experience. With exceptional analytical and assessment skills you will drive continual improvement across everything we do; monitoring and evaluating customer experience to reduce variance in output, ensure adherence to compliance and build the Afterpay Way across the globe. Commercial acumen is part of your makeup, enabling you to track, measure, recommend and execute improvements through data and reporting insights. In this permanent role, based in Melbourne you will report into our Service Excellence Manager.

We are much more than our job descriptions - we are our energy, our ideas, our everyday drive. Here’s where you will begin…. 

-You will ensure strong service delivery across both our digital and voice channels by monitoring and evaluating the performance of others 
-You will drive the best results to reduce variance, ensure compliance to regulation and adherence to internal processes.
-You will be responsible for the continued development of The Afterpay Way to ensure the same great service across the globe with a keen eye for detail you will be a savvy quality assessor, able to make the right judgement to drive continual improvement. 
-You will work closely with the Service Excellence Manager to improve the way we operate – ensuring process efficiency and consistency across all team members and across countries where Afterpay is present
- You are able to dissect performance trends and transfer insights into actionable execution plan
-You will manage a team of direct reports and in-direct reports within BPO environment
- Build, implement and manage calibration sessions to ensure we have the same understanding of what great looks like across the globe 
- With wide experience of delivering results, your team leadership capability will drive positive outcomes for all key stakeholders, internal and external 
- Prepare monthly reports accurately reflecting performance of Operations in relation to service experience 
- Monitor, evaluate and assess current capabilities and build robust gap analysis. Make firm recommendations in terms of plugging any gaps identified, feed into knowledge management and training development teams

Who are you? 
Like us, you’ll be obsessed with our product. You’ll get a kick out of seeing and feeling the impact of your work as more and more people gain financial freedom and retailers grow across the globe.

-Successful track record of Quality Assessment/Assurance leadership with at least 3 years’ experience 
-You possess strong presentation, communication, ability to demonstrate sound reasoning and judgement
-Experience in Customer Operations within retail, travel or financial services is preferred 
-You’re a team player The customer is at the heart of everything you do 
-Ability to exercise discretion and independent decision-making
-Strong ability to multi-task and work under time constraints to meet project deadlines
-Excellent attention to detail and accuracy 
- Strong communication skills, both written and verbally 
-Strong facilitation and negotiation skills at all levels of the organisation 
-A natural flair for developing relationships both internally and externally 
-Proactive and influential; someone who instinctively knows what needs to be done and delivers
-You follow through, you show up, and make it happen, fast!

We play fair and reward you for doing the right thing. You will enjoy working from our beautiful office space in Melbourne and feel trusted to work flexibly, remaining connected to smart people in all our locations. We put opportunity before optimism and plan our careers quarterly not annually. We are proud to support working parents of all genders in every country with a market-leading, equitable parental leave program including access to up to 24 weeks of paid leave. When you’re built from the ground up, there’s always room for growth. To challenge each other and shape a legacy built on real purpose, talent, and grit. 

How to Apply: We don’t know what the future holds. That’s the exciting part; we show up and make it happen. If you’re excited by this opportunity, click apply now!.