Operations Manager

Pioneer Credit is looking for an experienced Operations Manager to lead and drive the performance of our contact centre operations in Perth.

Reporting to the Head of Operations, this senior leadership role is responsible for the daily management, strategic direction and continuous improvement of the contact centre. You will lead, coach and develop Team Leaders, influence operational strategy, deliver strong customer outcomes and ensure performance, compliance and culture are aligned to Pioneer’s Principles.

As a key member of the Operations Leadership Team, you will:

• Lead the day-to-day operations of a high-volume contact centre

• Drive customer experience, conversion and engagement across all contact channels

• Embed regulatory compliance, quality assurance and strong governance practices

• Develop and execute operational strategies covering retention, targeting and allocation

• Lead, coach and develop Team Leaders and build future leadership capability

• Manage performance, engagement and underperformance constructively and effectively

• Ensure appropriate workforce planning, resourcing and staffing levels

• Deliver outcomes across customer, people, compliance and financial KPIs

• Champion process improvement, productivity initiatives and new tools

• Oversee recruitment, onboarding and speed-to-competence for new team members

You are a confident, commercially minded leader with a strong background in contact centre operations. You bring a balance of people leadership, operational discipline and strategic capability.

You will ideally have:

• Proven experience leading a service-driven contact centre operation

• Experience managing operations through growth or significant change

• Strong understanding of liquidation strategies, performance trends, systems and processes

• Well-developed people leadership skills with experience coaching leaders

• Ability to think strategically while driving day-to-day execution

• Strong written and verbal communication skills

• Ability to prioritise competing demands in a fast-paced environment

Why join Pioneer Credit?

At Pioneer Credit, we’re committed to creating a positive, inclusive and high-performing culture. You’ll be empowered to lead, influence change and make a meaningful impact while working with a supportive and skilled leadership team.