Operations Team Leader - Investigations

The Investigations team plays a key role supporting our partnership with D&B, ensuring that Equifax can deliver accurate data and a high level of service to D&B’s B2B customers. The main role of the team is investigating data discrepancies identified by third party customers, refreshing or otherwise triaging the data discrepancy and responding to the requestor with an outcome. The team works across a number of applications and queues with a strong focus on accuracy and the turnaround

speed. 

The Operations Team Leader – Investigations is responsible for the day to day management of the team. This includes workforce planning, coaching, escalation management, continuous improvement, change and working with the other internal teams to drive improved customer engagement and use of available platforms/tools. As the team and all processes are quite new they will also play a pivotal role in setting up the team’s processes prior to the onboarding of any team members.

What you’ll do

• Support the creation of a new Investigations team including all processes and policies

• Ensure the team runs effectively and efficiently and assist in the implementation of initiatives to enable process efficiencies.

• Optimise performance in terms of accuracy and turnaround time and provide input to projects, particularly PI (Lean) and Product Roadmap initiatives.

• Assist in the provision of operational needs for other relevant projects and ensure user Acceptance testing of new products, services, or systems.

• Providing input in the preparation of short and long business plans in addition to delivering direction, process improvement, people capability.

• Provide regular coaching and support to ensure all team members meet key performance objectives including productivity and quality.

• Provide induction and training for new staff members and work with the team to clearly identify and define their responsibilities ,implementing key performance indicators where appropriate.

• Assist in the creation of new processes including mapping and identify and drive continuous improvement across the servicing space.

• Instill a culture of driving change within the team and identify gaps in reporting and work with internal teams to fill gaps.

• Manage customer and internal stakeholder escalations and work with compliance and legal functions to manage key risks and issues.

• Identify and deliver on ways the team can work better with internal support teams to deliver a seamless customer experience.

• Plan and develop key strategies with the Data team and other external stakeholders to improve the delivery of key business outcomes

What experience you need 

• Minimum 5 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.

• Service level management,  reporting and experience in planning and organizing work allocation & output.

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

• Exceptional interpersonal skills and planning and organisation skills.

What could set you apart

• Project Management experience

• Incident Management experience

• Experience working in Financial Services/Insurance in high paced environments

What’s in it for you? 

At Equifax, we are on a mission to ensure that you have the support, resources and opportunities to Power Your Possible. Here are just a few ways we give back to our teams:

• Hybrid Work Model 

• Additional Leave Allocations + Public Holiday Swaps 

• Discounted Gym Memberships

• Discounted Private Health Cover (and discounted Pet Insurance if you want it!) 

• Employee Stock Purchase Plan 

• Career Development and Learning

• A Diverse and Inclusive Workplace and Environment 

• Wellbeing Resources

Primary Location:

AUS-Sydney-Blue-Street

Function:

Function - Customer Service

Schedule:

Full time