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head of operations and customer service
Head of Operations and Customer Service
Home-in
Customer Success and Operations
Sydney / Melbourne
The Opportunity
Who we are
We are Home-in and our vision is that all Australians buy and sell their home securely, with confidence. To turn this vision into reality, our mission is to provide exceptional conveyancing for buyers and sellers, which is also so valuable to home lenders and real estate agents that they recommend Home-in to all their customers.
Home-in provides conveyancing services across Australia, settling over $7B in homes since 2020. Our value proposition to customers is ‘Expert conveyancers, digital convenience’:
Conveyancers and lawyers with years of experience and local expertise.
Award-winning app with digital ID verification, chat and more.
We believe conveyancing is a key part of a customer’s home buying journey. Through our partnership with CommBank and integration with the CBA home loan process, we continually strive to create the best home buying experience in Australia.
What’s more, Home-in is proudly part of x15ventures!
Home-in is a business operating within CBA’s x15ventures. x15ventures is a venture-scaler powered by CommBank. That means we build, buy, and invest in start-ups that could benefit the bank’s 15 million customers and beyond.
If you want to be a part of one of a fast-growing customer-driven start-up that supports people through their home-buying journey, we want to hear from you!
Where would you fit?
This is a key role on the Home-in Leadership Team, reporting to the Managing Director.
You will lead two internal teams, the Conveyancing Operations team and the Customer Experience team, currently 20 FTE
You will also lead the operational activities of the conveyancers and lawyers from our partner law firms
Role Overview
As Head of Operations and Customer Experience you will lead and inspire our operations and customer experience teams to deliver outstanding service for our customers and CommBank lenders efficiently and effectively.
Your approach will enhance our customer centric performance culture, and you will engage and develop our team through effective coaching and leadership ensuring we meet all operational business requirements and efficiently manage costs. The role co-ordinates and delivers outcomes consistent with our processes and risk appetite, focusing on the goal of consistently delivering the best customer experience.
Key Responsibilities
People Leadership and Operations Management:
Create a high performance, customer focused culture through effective leadership of the Operations and Customer Service teams
Manage the full team member life cycle including capacity planning, recruitment, onboarding, training and development, performance management, and reward and recognition
Drive employee engagement, productivity, and pride in service outcomes
Leverage reporting and metrics to objectively manage operational outcomes
Risk Management, Quality Assurance and Compliance:
Buying or selling a home is typically the largest financial transaction of a customer’s life, it’s important we get it right each time
Ensure high standards of process quality and data integrity
Effectively lead customer complaint management and escalation
Ensure all activities meet the Group’s governance policies and standards and take corrective action where relevant
Ensure provide a safe workplace for our people
Operational Performance, Change Management, Continuous improvement:
Lead day-to-day operations ensuring team deliver high performance outcomes
Manage key service providers to ensure they are meeting their SLAs and delivering great customer outcomes
Responsible for accurate stakeholder reporting on operational and partner performance, risk management and issue resolution
Lead the generation of insights that enable continuous improvement of customer outcomes and efficiency
Effectively manage change for customers, our team and partners, including logistics, communication and training activities
Experience
Significant experience leading operations, with proven results in cultivating high performance teams
Demonstrated experience leveraging metrics, SLA’s and reporting to drive decision making.
Ability to deliver continuous change, without impacting customer outcomes
Experience delivering outcomes within a regulated environment or similar environment with defined risk appetite
Experience problem solving complex customer escalations across functional teams with effective stakeholder management.
Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for!
Why Join Us?
This is an opportunity to have a positive impact daily on one of the most important transactions in Australians lives.
Be part of reimagining and continuously improving Home-In operations
Enjoy a flexible and dynamic start-up environment
We nurture a safe space for our people to show up as they are!
Competitive salary and bonus structure
Opportunities for professional growth and development
Access to the best in class benefits that CommBank offers.
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.