Location: Sydney, NSW
Hours: 8:00am 5:30pm, Monday to Friday

Are you an experienced operations or customer service leader with a background in the automotive industry? We're looking for a proactive and organised Process and Operations Lead to join our team supporting day-to-day operations in a fast-paced customer resolution environment.

About the Role
This position plays a key role in driving performance and operational efficiency across the team. You'll oversee team rostering, manage workloads, coach team members, and support the resolution of customer cases in a timely and professional manner.
The successful candidate will also act as a key point of contact for process guidance, escalation support, and performance improvement initiatives, while promoting a positive and productive workplace culture.

Key Responsibilities:

• Oversee daily team operations, including rostering and case allocation
• Provide support and coaching to customer service team members
• Actively monitor and drive aged cases to resolution
• Support reporting, loan vehicle tracking, and compliance tasks
• Collaborate with leadership on process improvements and client requests
• Step into a leadership role in the absence of the Operations Manager
• Provide feedback and contribute to performance evaluations
• Assist with inbox and administrative support as required
• Participate in team meetings, projects, and improvement initiatives

What We're Looking For:

• 3+ years' experience in operations or process improvement roles
• 3+ years' experience in a customer service environment
• Previous experience in the automotive sector is preferred
• Strong leadership and mentoring capabilities
• Excellent communication, organisation, and problem-solving skills
• Confident working with data and reporting tools (Excel, Outlook, etc.)
• Ability to manage multiple priorities in a deadline-driven setting
• Experience managing onsite and remote team members

Why Choose This Role?

• Enjoy a great work-life balance with consistent hours: Monday to Friday, 8:00am to 5:30pm no weekend work required
• Structured onboarding with 3 weeks of comprehensive training provided
• Flexibility to work from home on Fridays after probation
• Join a collaborative and supportive team culture that values your growth
• Play a key role in shaping operations and contributing to process improvements
• Gain leadership experience in a stable and established operational environment

If you're ready to take the next step in your operations career and thrive in a structured, supportive team apply now.