Operations Team Leader - Servicing

Location: Sydney, New South Wales AU

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Job Number: 487

External Description:

Who is Equifax?

Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, we drive and challenge ourselves to do better to help our customers live their financial best.

Our people are what makes us great at what we do - we see every member of our team as an integral piece of a jigsaw. We celebrate differences and recognise that each person brings with them unique talents and perspectives. We provide our people the support and flexibility to manage their work-life balance. At Equifax we genuinely care about our people and our ability to come together as #OneEquifax.

The perks of being an Equifax employee within the Business Support team?

There are lots of perks of being an Equifax employee – we offer additional leave days as we recognise the importance of taking time out, whether that’s to catch up on some rest, celebrate a birthday, or give back to our community by volunteering. We are committed to the wellbeing of our people and provide them with discounted health cover through BUPA, access to comprehensive hearing services and discounts, and offer 24/7 support through our employee assistance program.

Our leaders are devoted to fostering a culture of ownership, they lead, coach, mentor, listen, empower and support us to find solutions and make important decisions. We are encouraged and challenged to think of new ideas to help do things better, simpler and more effective for our customers and our business.

We actively support, respect and trust in everything that we do together as a one team. We believe that having fun promotes a culture of creativity, collaboration and transparent communication. Working within our team will allow you to see firsthand the positive impact you can make for our customers.

What you’ll do:

Our Business Support Servicing team provide servicing support to our B2B customers across a range of products and services. This involves supporting the use of platforms for existing customers as well as providing general guidance on platform use and resolution for issues encountered. The team manages both a telephony and enquiries queue with most tasks having a very short turn-around time.

The Operations Team Leader will be responsible for the day to day management of the team. This includes workforce planning, coaching, escalation management, continuous improvement, change and working with the Client Services team to drive improved customer engagement and use of available platforms/tools.

What are we looking for?

  • 3 years’ experience leading a servicing/fulfillment team of at least 6 people
  • Proven experience in providing coaching/development
  • Skilled in creating/enhancing reporting relating to productivity, forecasting and general workflow
  • Strong stakeholder management skills
  • Demonstrated ability in delivering continuous/process improvement

Extra points for any of the following:

  • Background in financial services/banking
  • Project/incident management experience

Success attributes of an Equifax employee; does this describe you?

  • Accountable
  • Brave
  • Curious
  • Collaborative
  • Individualist
  • Trustworthy
  • Dedicated

At Equifax, there is no such thing as the 'perfect candidate'

Seeing responsibilities and competencies laid out on paper can be confronting. At this stage of the application process, sometimes imposter syndrome can creep in and mess with our confidence. Please know, we list these items to give you an opportunity to show us your potential and how you can grow and transform with us. 

Your ability to demonstrate that you possess/have the real potential to develop the required capabilities, knowledge, experience and qualifications to perform in our roles is what we would like to hear from you. Where possible, you should support your claims with specific examples of what you have done and how you did it. 

However you identify, and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day! 

Job Number: J00113741

Community / Marketing Title: Operations Team Leader - Servicing

Location_formattedLocationLong: Sydney, New South Wales AU

© 2019 Equifax, Inc. All rights reserved.

Equifax and the Equifax marks used herein are trademarks of Equifax Inc. Other product and company names mentioned herein are the property of their respective owners.



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