Consumer Operations Manager - Hybrid

Experian is a global data and technology company focused on powering opportunities through data, analytics, and software across various markets. The Public Access Centre is crucial for consumer engagement, providing education, support, and complaint resolution while ensuring compliance with regulatory bodies. As Manager – Public Access Centre, you will lead a high-performing team, shape the consumer experience, and drive operational excellence, fostering a collaborative culture to deliver exceptional service.

Must Have

• Lead, mentor, and develop a diverse team to deliver outstanding consumer support.
• Ensure all consumer interactions are professional, positive, and resolved efficiently.
• Build strategies to improve operational efficiency and consumer satisfaction.
• Maintain compliance with regulatory requirements and manage relationships with AFCA and OAIC.
• Collaborate with internal teams (Legal, Risk, Compliance, Data & Analytics) to align on goals.
• Use data insights to inform decisions and enhance consumer self-service options.
• Promote continuous learning and improvement within the team.
• Proven experience in leadership and team management.
• Strong communication skills (written and verbal) for engaging with consumers and stakeholders.
• Problem-solving ability to resolve issues and manage complaints effectively.
• Experience in customer service or support roles, ideally in a managerial capacity.
• Knowledge of regulatory compliance and risk management.
• Ability to analyse data and apply insights to improve processes.
• Commitment to fostering an inclusive, high-performance culture.
• Bachelor’s degree in business administration, management, or related field.
• Significant experience in client operations or customer service with leadership responsibilities.

Perks & Benefits

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible working environment, hybrid model
• Flexible time off including volunteer time off, personal leaves and paid holidays
• 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

The Public Access Centre is the frontline for consumer engagement, providing education, support, and resolution of inquiries and complaints. This team plays a vital role in maintaining trust and satisfaction while ensuring compliance with regulatory bodies such as the Australian Financial Complaints Authority (AFCA) and the Office of the Australian Information Commissioner (OAIC).

As Manager – Public Access Centre, you will lead a high-performing team, shape the consumer experience, and drive operational excellence. You’ll foster a collaborative and inclusive culture where team members feel empowered to deliver exceptional service.

What You’ll Do

• Lead, mentor, and develop a diverse team to deliver outstanding consumer support.
• Ensure all consumer interactions are professional, positive, and resolved efficiently.
• Build strategies to improve operational efficiency and consumer satisfaction.
• Maintain compliance with regulatory requirements and manage relationships with AFCA and OAIC.
• Collaborate with internal teams (Legal, Risk, Compliance, Data & Analytics) to align on goals.
• Use data insights to inform decisions and enhance consumer self-service options.
• Promote continuous learning and improvement within the team.

Qualifications

What You’ll Bring

• Proven experience in leadership and team management.
• Strong communication skills (written and verbal) for engaging with consumers and stakeholders.
• Problem-solving ability to resolve issues and manage complaints effectively.
• Experience in customer service or support roles, ideally in a managerial capacity.
• Knowledge of regulatory compliance and risk management.
• Ability to analyse data and apply insights to improve processes.
• Commitment to fostering an inclusive, high-performance culture.

Qualifications

• Bachelor’s degree in business administration, management, or related field.
• Significant experience in client operations or customer service with leadership responsibilities.

Additional Information

Benefits/Perks:

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible working environment, hybrid model
• Flexible time off including volunteer time off, personal leaves and paid holidays
• 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Job Location

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