General Manager - Customer Operations

Job Description

Add expected salary to your profile for insights Smart Urban Properties Australia (SUPA) is Australia’s first converged services provider, delivering a smarter property experience by integrating renewables, EV mobility, super-fast fibre, and in-building prop-tech technologies. SUPA specialises in multi-occupancy properties across a range of sectors, including build-to-sell, build-to-rent, affordable and community housing, and strata communities. Our purpose is to create inspiring buildings and improve the lifestyles of the communities we serve. By delivering elevated occupier experiences and offering a unique managed service proposition, we make smarter, safer, and more sustainable urban properties a reality. Role Overview We are seeking an experienced leader to join our team as the General Manager of Customer Operations . Reporting to the Group Head of Operations, this role is responsible for overseeing the Billing, Customer Service, and Account Management functions for SUPA Group. You will be responsible for Developing a highly dependable, secure, and scalable Customer Operations function. Leading and managing the Customer Service, Billing, and Account Management functions to meet targets. Developing Customer billing strategies to ensure timely and accurate processing. Ensuring all Client and Customers receive exceptional service and support. Building and monitoring Operational metrics, preparing and presenting regular performance and trend reports. Developing divisional policies and procedures compliant with jurisdictional regulatory requirements. Ensuring compliance with all regulatory requirements and industry standards. Collaborating with internal departments to resolve complex customer issues and disputes. Curating and executing a strategic plan for Customer Operations. Leading and maintaining critical business relationships. Managing and reporting on the Customer Operations budget. Required Skills and Attributes 5+ years experience in operations, with at least 3 years in a senior management role. Demonstrated knowledge of retail energy regulation, operations, and customer management. Strong leadership skills, with the ability to motivate and manage teams. Strategic planner and problem-solver with operational execution. Excellent analytical skills, with the ability to analyse complex data and make data-driven decisions. High commercial acumen. Standards implementation. Excellent negotiation skills and the ability to develop and maintain relationships with suppliers and vendors. Proven experience in developing and implementing customer billing and customer service strategies. This is an opportunity to make your mark and gain some really great experience, so if you are interested in this role, please send through your CV and cover letter. We would love to hear from you! Your application will include the following questions: How many years' experience do you have as a Customer Operations Manager? Which of the following statements best describes your right to work in Australia? Do you have customer service experience? How many years of people management experience do you have? What's your expected annual base salary? #J-18808-Ljbffr