_{07th September, 2023}

Operations Lead at A2B Corporate Transport
  
Are you ready to lead, innovate, and drive excellence in operations? A2B Corporate Transport, within our Cabcharge and B2B Corporate Solutions business unit, is seeking a dynamic Operations Lead to ensure seamless operations and deliver an exceptional customer experience.
  
About Us:
  
Our team is comprised of passionate, client-focused individuals with a knack for delivering impactful business solutions. With a solid hold on over 80% of the ASX 200 list and countless SMEs across Australia, we play a pivotal role in A2B Australia's growth story.
  
Your Role:
  
As the Operations Lead, you'll be the driving force behind the smooth functioning of our team. You'll also be at the helm of managing Cab Charge's Gift card program, adding a unique dimension to your role. Your primary goal? Elevating the customer experience across our support channels and achieving service level KPIs, customer satisfaction, and retention targets.
  
Responsibilities:
  

• Oversee daily operations of the client success team, ensuring SLAs and quality targets are exceeded.
• Monitor team performance, productivity, and quality to ensure consistent excellence.
• Handle escalated client complaints with finesse and finesse.
• Establish procedures for effective metric tracking and reporting.
• Collaborate with stakeholders to identify and implement process improvements.
• Coordinate smooth operations of the Gift Card program with internal and external partners.
• Advocate for customer needs, leading cross-functional initiatives to drive solutions.

• Minimum of 4-5 years' experience in customer success or service management, spanning phone, email, and digital channels.
• A pro at managing time effectively.
• Relevant professional experience that speaks volumes.
• Exceptional prowess in business communication.
• Team player attitude, ready to collaborate with cross-functional wizards.
• Thrives in a process-driven role, paying attention to even the tiniest details.