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Team Leader - Operations

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Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

The Business Support Servicing team provides servicing support to our B2B customers across a range of products and services. This involves supporting the use of platforms for existing customers, amending new and existing user access, providing assistance to resolve basic issues and making amendments to credit files. The team manages both a telephony and enquiries queue with most tasks having a short turn-around time. The Operations Team Leader – Servicing is responsible for the day to day management of the team. This includes workforce planning, coaching, development planning, escalation management, continuous improvement, change and working with the Customer Success team to drive improved customer engagement and optimise the use of available platforms/tools.

Essential

  • Minimum five years’ experience in customer service/management and 3-5 years’ experience in the workforce in a related role.

  • Direct customer interactions and working with customers to establish service management framework expectations

  • Proven ability to lead, manage, motivate, and provide feedback to staff to develop a culture of excellence.

  • Experience providing 1-1 coaching, group training and working on individual development plans with direct reports

  • Service level management and reporting.

  • Skills in planning and organizing work allocation and output.

  • Sounds skills in business process reengineering

  • Strong analytical skills with a demonstrated ability to extensively analyse business processes and workflows.

  • Previous experience in designing new processes, understanding drivers for change and articulating high level IT requirements.

  • Ability to establish effective working relationships with clients and business representatives.

  • Ability to influence customers.

  • Facilitation skills to ensure wide understanding and buy in to business processes.

  • Exceptional interpersonal skills.

  • Planning and organisation skills.

 

Desirable

  • Project Management experience

  • Incident Management experience

We believe that when we’re at our best, we can do our best. Equifax offers policies and programs that support our employees’ financial and personal wellbeing with additional leave days, hybrid working environment, employee assistance program and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

El trabajo en Equifax

Creemos en una mentalidad de crecimiento. En Equifax, esto incluye brindar a nuestros empleados oportunidades para desempeñarse al máximo y aprender nuevas habilidades a lo largo del camino para inspirar y desarrollar carreras profesionales satisfactorias

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