National CeX Operations & Enablement Manager - - 40045 - Fletcher Building

General Information

Job Type

Permanent

Description

Who We Are

Part of the Fletcher Building Group employing 14,900 people across Australia, New Zealand and the South Pacific, Stramit is “Australia’s leading vertically integrated steel manufacturer”. Our connected purpose is focused on ‘improving the world around us through smart thinking, simply delivered’ providing our customers real value.

The backbone of our business are our 850+ Sales, Operations, Customer Service and Support Service functional teams across 14 sites nationally; collaboration and shared accountability position us well to be a market leader in our field.

About the Position

The National CeX Operations and Enablement Manager is responsible for enabling exceptional customer experiences by fostering a culture of continuous improvement, creating and implementing innovative solutions and optimising efficiencies. Comprehensive and visible data dashboards, strategic planning and lean process initiatives are what will keep your remit humming.

We are on an exciting journey; truly understanding who are customers are and what they need, digitising for better and transitioning from Customer Service to Customer Experience. Working closely with the General Manager – Sales & Customer Experience and the National Customer Service Manager, you will co-lead the strategy, planning and execution of this transition to CX.

This is a full-time position based at our Erskine Park site in New South Wales, you will build a small team of experts around you to champion and uphold customer centricity.

Key Responsibilities:

Lead and manage transformation projects aimed at enhancing customer service operations and overall customer experience.
Identify, develop and implement process improvement to increase efficiency and customer satisfaction.
Drive continuous improvement and innovative initiatives considering process enhancement and future automation to deliver a seamless and efficient customer experience.
Develop and implement strategic plans to enhance customer service operations and elevate overall customer satisfaction.
Manage strategic workforce solutions and optimise customer service resource utilisation to meet customer needs and operational goals.
Support analysis and mapping of current processes and key performance indicators to identify bottlenecks for improvement.

Key Skills

Proven experience in a contact centre leadership or management position.
Knowledge and application of business analysis tools and techniques.
Strong excel skills, experience in a BI platform such as Qlikview.
Process modelling with improvement or reengineering experience.
Demonstrable transformation/change/improvement projects.
Lean, Six Sigma or other process excellence related qualification preferable.
Tertiary qualification in Business Management or equivalent experience highly regarded.

What we offer

Amazing career development, training and pathing opportunities.
Parental Leave: primary carers receive full base pay for 26 weeks or receive 50% of full pay over 52 weeks. Secondary carers receive 4 weeks of full pay
New Parent Leave: 5 additional leave days for primary and secondary carers during their first year back at work
Strong Inclusion and diversity commitment to our team members including Gender affirmation leave (10 days), LGBTQ+ Rainbow Tick accreditation.

Excited? We are too! To apply, click the 'apply now' button, if you'd like to discuss this opportunity further. We can't wait to review your application and explore your potential with Stramit!