Operations Program Manager

PURPOSE OF THE POSITION

We are seeking a highly motivated Operations Program Manager to lead and manage operational initiatives within our Credit Card and Personal Loan vertical. This role will be responsible for overseeing the successful execution of programs and projects, driving process improvements, managing day-to-day operations, and ensuring optimal performance in alignment with our business objectives. The position will be based in India but will primarily support the Australian market.

KEY ACCOUNTABILITIES

1. Set direction and planning

• Managing day to day operations of multiple teams in Service Management, to achieve the objectives and business benefits for your product stream
• Responsible for overall KPI,s for all Retail accounts within the Product stream including Sales, cancellation and Operating cost to budget
• Effectively manage relationships and communications with key stakeholders, including customers and delivery teams
• Structure delivery teams for success incorporating required skills from within the Group and sourcing resources from delivery partner organisations
• Communicate and report project activities, timelines, impacts and implications to project team members, stakeholders, and staff
• Track and manage project activities and deliverables related to product portfolio to achieve agreed outcomes and identify and develop mitigation strategies to manage project interdependencies
• Manage relationships with vendors and third-party suppliers
• Application and demonstration of knowledge and understanding of the projects impact (on people, process, and technology) within the Group
• Where appropriate, manage and coach team-members in the delivery of their assigned project tasks. Participate in the overall development our skills
• Collaborate and participate in organisational & process change requirements within the business.
• Manage and resolve any potential conflict whilst facilitating all aspects of stakeholder relationships
• Assist in providing management and operational guidance and support to the Groups call centre operations to achieve business improvements
• Undertake any other tasks assigned by your manager that you have the capability to perform safely in line with relevant internal Group policies and external regulatory requirements.

2. Set policies and processes

• Implement Operational policies and standards in line with overarching CIMET policies and guidelines.
• Work with internal stakeholders to implement CIMETs key operational processes clarifying accountabilities, inter- department/function dependencies and handover points.
• Ensure policies and standards are complied with at all times.

3. Monitor and manage operational performance

• Work with the Chief of Operations to Implement systems to track P&L for your product stream in order to achieve operational objectives and targets; revenue, expenses and gross margin and reporting monthly, or as required to executive leadership team and key stakeholders for variances vs actuals.
• Develop and build data sets for project performance, to assist in determining processes and forecasting metrics to improve performance.
• Regularly monitor and review financial & operational performance across the product functions e.g., compliance, call centre, QA, technology and initiate business improvement actions as required.
• Provide regular reporting to SLTs.

4. Build a capable and engaged team

• Create a positive, motivating, and collaborative working environment across the team.
• Ensure team engagement and effective communications across all offices.

5. Manage risk and compliance and ensure HSEQ

• Ensure that all programs and operational activities are compliant with Australian financial regulations, industry standards, and CIMETs internal policies.
• Coordinate with compliance teams to ensure that programs meet legal, financial, and customer protection standards.
• Oversee audits and manage operational risk for the credit card and personal loan programs.

6. Culture & Engagement

• Create a motivating and collaborative working environment throughout the organization
• Ensure high levels of employee engagement across the whole organization

7. Other Duties

• Lead and manage end-to-end operational programs for the Credit Card and Personal Loan vertical.
• Develop detailed project plans, define key milestones, and track the progress of initiatives.
• Coordinate cross-functional teams, ensuring timely delivery of projects and initiatives.
• Identify and mitigate risks throughout the lifecycle of operational programs.
• Leverage data analytics to monitor program performance, identify trends, and make data-driven decisions.
• Prepare and present regular reports on program health, KPIs, and operational performance to senior management.
• Manage program budgets, ensuring optimal resource allocation and cost-effective execution.

QUALIFICATIONS, EXPERIENCE & CAPABILITIES:

Qualification

• Tertiary qualification in Project Management, Business or any other closely related field.

Experience

• Experience managing B2B accounts preferred
• Knowledge and experience in using industry recognised project management and/or solution delivery methodologies.
• Leading and managing high performing delivery focused teams across multiple departments.
• Extensive business partner, infrastructure, IT service-related project and program delivery experience.
• Strong experience in managing dependencies between complex programs and projects.
• Working knowledge of service management related technologies.
• Strong customer facing communication, engagement, and stakeholder management skills.
• Demonstrable experience in driving productivity improvement.
• Team player who is generous with their time to assist colleagues outside of their immediate team to achieve their goals.
• Demonstrable experience in effectively navigating large complex organizations.

Role: Operations - Other

Industry Type: Software Product

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate, B.A in Any Specialization, B.B.A/ B.M.S in Any Specialization

PG: MBA/PGDM in International Business, Marketing, Operations