Work Location - Sydney ONLY

We're looking for an Operations Associate to join our dynamic team and play a pivotal role in ensuring smooth and effective service delivery. This role offers a unique opportunity to blend customer engagement with essential backend processing, all while contributing to vital process improvement initiatives.

What you'll do

As an Operations Associate, you'll be part of a collaborative team responsible for providing outstanding service to our customers. Your primary focus will be on the fulfilment of requests and processes across a diverse range of products.

• Engage with customers primarily through email and some phone interactions to resolve inquiries, fulfil requests, and complete tasks accurately.

• Effectively communicate and resolve customer issues within tight timeframes, demonstrating a strong ability to manage conflicting priorities.

• Play a crucial role in our continuous improvement objectives by proactively identifying and implementing opportunities to enhance operational efficiency and customer satisfaction. You'll gain valuable process improvement exposure in a practical setting.

• Act as a key representative of the fulfilment team when interacting with internal stakeholders, assisting with issue resolution and the successful implementation of new processes.

What experience you need

• Minimum 2 years of experience in a customer service or operations processing role.

• Exceptional attention to detail in daily tasks and investigations.

• Exceptional critical thinking skills

• Proven ability to identify and solve problems through analysis and planning.

• Proven ability to meet and exceed KPIs.

• Confident and articulate communication skills, both verbal and written.

• Excellent organizational and time management skills.

• Strong analytical ability in a customer-focused environment, with the capacity for business advisory.

• A genuine customer-focused approach with the ability to establish strong rapport.

• Excellent judgment and decision-making capabilities.

• Strong active listening skills.

• Demonstrated confidence in development and maintenance of strong relationships with Internal and External Stakeholders.

• Resilient with a proven ability to remain calm and effective under pressure.

• Team-oriented, readily collaborating and working with others to achieve shared goals.

What could set you apart

• A Bachelor's degree (preferred).

• Experience in the Collections and Recovery space is a significant plus.

• Working experience in the Financial Services and Insurance industry is desirable.

• A willingness to drive AI usage, not just for personal productivity, but to transform how we work.

We know great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday), paired with Friday Flexibility to wrap up your week remotely. 

We are proud to hold a Reflect Reconciliation Action Plan (RAP) and encourage applications from Aboriginal and Torres Strait Islander peoples. We welcome people of all backgrounds, knowing that diverse perspectives spark the innovation we need to win.