BizOps Specialist

If you’re systems-curious, love figuring out how things work, and want a foot in the door at a fast-growing fintech — this could be your next move.

Valiant is an innovative, award-winning platform connecting Australian business owners with the finance they need to achieve their goals. With pioneering tech, a diverse lending panel, and a talented team, we’ve revolutionised the business lending game. We work with over 90 leading lenders to wow our clients with a seamless experience, from their initial enquiry through to settling funds. We have a strong growth agenda and are always looking for top talent to join the pursuit of our vision to unleash the economic potential of every idea!

About the Role

We’re looking for a Biz Ops Specialist to take ownership of our telephony ecosystem, contact infrastructure, and campaign execution. This is a genuine specialisation pathway: we’ll teach you the platform, and you bring the curiosity, problem-solving instincts, and appetite to dig into how systems and data connect.

You might be coming from an IT service desk or Level 1/2 support role, ready to stop triaging tickets and start owning the system behind them. Or you might be a junior analyst who wants to move out of pure reporting and into a niche, highly valued operational specialism — one that puts you right at the centre of how a fintech actually talks to its customers.

Either way, you’ll grow into managing our telephony architecture — from IVR flows and call routing to AI agent implementation — while building a data-driven mindset to evaluate campaign performance and guide smart decisions on contact strategy.

What You’ll Be Doing

• Telephony Campaign Execution: Support the setup, design, tracking, and execution of telephony campaigns, learning to use performance data to optimise contact rates and campaign strategy.
• Routing & AI Integration: Get hands-on with call routing logic, and help deploy, test, and monitor our AI agents as they roll out.
• System & Platform Administration: Own day-to-day telephony system administration — platform configuration, user access management, queue structures, skill mappings, and schedule updates — keeping every contact channel running smoothly.
• IVR & System Support: Take charge of IVR management, phone number allocation, campaign setup, and internal telephony platform support tickets (a natural next step if you’re coming from a support desk).
• Telecommunications Management: Oversee corporate mobile operations, including Vodafone SIM card provisioning and device fleet management.
• Operational Excellence: Help optimise Valiant’s day-to-day operational processes — workforce management, telephony routing, and ACMA compliance.

What We’re Looking For

• A Pivot-Ready Background: Experience in IT support (Level 1/2 helpdesk, service desk, systems administration) or a junior analyst/operations background with a genuine interest in systems and process. Hands-on exposure to Genesys or similar contact centre platforms is a bonus, not a requirement.
• A Data-Curious Mindset: You’re comfortable with numbers and metrics, and excited to learn how to turn call data and campaign performance into decisions — training and mentorship provided.
• A Systems Brain: You like understanding how the pieces fit together — user permissions, routing logic, configurations — and you’re not afraid to dig into a platform you haven’t used before.
• Customer-First Communication: A patient approach, clear communication skills, and a knack (or growing knack) for explaining complex technology in plain language.
• Operational Hygiene: Good habits around documentation, ticket hygiene, and following established processes — skills you’ve likely already built in a support or analyst role.
• Prioritisation & Escalation: The ability to juggle competing requests, prioritise sensibly, and know when to elevate issues.
• Get Sh*t Done Attitude: You embody our core value to collaborate effectively and get things done efficiently, without compromising quality.

You’ll Love Working Here If

• You want to invest in your growth: This role is designed as a specialisation pathway. Enjoy ongoing training, development, and professional educational support — including structured onboarding into Genesys and telephony operations — to take your career to the next level.
• You value diversity & culture: Work alongside an inclusive, passionate, and supportive team — we believe innovation thrives on diversity, and so do we.
• You enjoy a great social scene: Join in on weekly Friday drinks, monthly catch-ups, and big quarterly events to connect and have fun with colleagues.
• You love a vibrant workspace: Enjoy a fun, open-plan, pup-friendly office space located in the heart of Surry Hills, steps away from top cafes and restaurants.
• You appreciate flexibility: Benefit from our hybrid working model, enjoying a buzzing office or the peace of your own home to get your work done.