Step Into Your Next Management Role with Finance OneAbout UsAt Finance One, we empower Australians by providing accessible financing options to help them achieve their goals. As a leading non-bank lender, we’ve earned a reputation for our customer-first approach, offering tailored solutions supported by strong financial expertise. We’re not just another finance company—we’re here to make a difference.About the RoleAs the Customer Experience Delivery Manager, you will oversee the daily delivery of vital loan lifecycle processes and exceptional customer service. Reporting to the Chief Customer Officer, this is your opportunity to lead a team focused on efficient, compliant, and customer-centric service. You will uphold Finance One’s core values—being customer-focused, solutions-driven, and future-oriented—while driving operational excellence and continuous improvement. Your leadership will empower customers to achieve their financial goals, all while fostering a thriving, collaborative team culture.Your ResponsibilitiesDaily Operational OversightCoordinate and manage tasks like welcome calls, payment refunds, loan closures, interest rate adjustments, document requests, and email inquiries.Ensure all requests are handled accurately, empathetically, and within established timeframes.Workflow & Portal ManagementOversee internal portals, task queues, and scheduling tools.Prioritise workloads to optimise team productivity and maintain a solutions-focused mindset.Compliance & Risk ManagementEnsure customer interactions comply with regulations (e.g., NCCP, Privacy Act).Collaborate with Credit, Collections, Finance, and Compliance teams to address escalations and mitigate risks.Lead, mentor, and coach Customer Experience Officers, fostering professional growth and succession planning.Cultivate a supportive, collaborative culture prioritising employee engagement and continuous improvement.Process ImprovementsIdentify pain points and inefficiencies, implementing strategies to streamline workflows.Enhance service delivery metrics with a customer-centric approach.Performance Monitoring & ReportingTrack and analyse key metrics (e.g., response times, welcome call completion, first payment success rates).Provide actionable insights and reports to the Chief Customer Officer, driving data-driven improvements.Why Choose Finance One?At Finance One, we celebrate diversity, support personal and professional growth, and invest in our people. Here’s what you can look forward to:Employee investment opportunities.Employee Assistance Program (EAP) to support your well-being.Subsidised gym memberships and private health coverage.Incentives for achieving successful outcomes.Access to a comprehensive learning and development platform.Supportive office culture with free on-site parking.Opportunities for career growth and advancement.What We’re Looking ForProven experience in customer service or operations management, ideally within finance or lending.Strong leadership and coaching skills, with a passion for motivating teams toward shared goals.A solid understanding of compliance within the financial sector.Exceptional communication, problem-solving, and analytical skills.Ready to Join Us?Please submit your CV and a Cover Letter outlining how your experience aligns with this role.Applications close: Friday, January 17th 2025.Interviews commence: Week of Monday, January 20th, 2025Don’t wait—take the next step in your career with Finance One. We’re excited to meet you!
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