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Head of Operations

The primary objectives of the Head of Operations are to:

  • Lead the Operations Management team supporting Call Centre Operations, Service Delivery, Service Assurance and Engineering for our Consumer and Small/Medium Enterprise business in both fixed and wireless services.
  • Manage the Operations ANZ team to Group established KPIs/KQIs.
  • Manage all 3rd party providers/partners to agreed SLAs.

Specific Responsibilities

Lead the Australia and New Zealand Operations teams:

  • Manage Operations to SLAs.
  • Prepare and complete operational action plans.
  • Establish performance goals for individual team members which are challenging, achievable and tied to long-term goals.
  • Ensure operational readiness for all products and services, including leading the development of all Systems requirements through to final implementation and testing, ensuing training material is developed and knowledge base is updated.
  • Ensure Logistics levels are managed and maintained for customer premise equipment.
  • Demonstrate continuous improvement to customer experience through standards based reporting.
  • Report and analyse data to assess performance and implement improvements.
  • Manage Operations to SLAs.

 

Service Provider Management:

  • Manage Delivery of agreed SLA’s.
  • Review and analyse contractually required SLA reporting from Service Providers to identify trends and issues.
  • Track performance improvement plans to ensure issues are closed and performance returns to acceptable levels.
  • Day to Day fulfilment management of Local Fibre Companies (LFCs) including Chorus.

 

Logistics Management:

  • Ensure Logistics levels are managed and maintained for customer premise equipment.
  • Manage logistics partners to agreed SLAs.
  • Work with our Systems team on partner interface requirements.

Requirements & Qualifications

  • Hands-on Experience in leading RSP Service Provisioning and/or Technical Help Desk.
  • Working knowledge and training on IP networks.
  • Practical Knowledge of TMForum Frameworx and eTOM, best practices in Operations business processes and B/OSS functionality.
  • Customer Experience Management.
  • Technical experience working with NBNco on access provisioning and assurance.
  • Capacity to enforce accountability, develop and empower staff and delegate responsibility appropriately. The ability to lead by example.
  • Ability to deal with people across all levels of the organization (both oral and written).
  • Post-secondary education in related area of study.
  • Strong organisational skills, time management skills and negotiation skills.

 

If you are open-minded, hard-working, solutions driven and committed then this could be a great opportunity for you.

While we ask for a lot – we give a huge amount in return. Challenging projects. Fast paced delivery. Rapid expansion, cutting edge technology, and Swift growth.

In short – we’re a small, close knit team which is extremely supportive and collaborative. With an open environment where your ideas and suggestions will always be listened to, a competitive compensation package and the opportunity to be part of the future successes of MyRepublic.

How to apply

Send your CV to [email protected]

Head of Operations