General Manager - Assisted Channels & Operations

Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program.

We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers.

At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger: a Community which is connected and supported to make a difference, while having some fun along the way!

As General Manager - Assisted Channels & Operations, you will lead Capricorn’s voice and assisted channels alongside a broad portfolio of operational services, with end-to-end accountability for Member and Supplier experience, service delivery, operational performance, efficiency, controls and long-term capability. Reporting to the Chief Commercial & Operating Officer, you will lead a large, distributed workforce .

This is a significant transformation opportunity across both assisted channels and operations. You will evolve the assisted channel into a proactive, digitally enabled and insight-led engagement function, while simplifying and modernising operational services through process redesign, automation and stronger end-to-end ownership. The result will be faster resolution, reliable fulfilment, trusted advice and stronger commercial outcomes for Members and Suppliers.

Working closely with the Digital Channel, Commercial Growth & Relationships, Product, Technology, Risk and enabling teams, you will clarify channel and operational accountabilities, improve end-to-end journeys, remove manual effort and build the workforce, process, data, automation and operating disciplines required for future distribution success.

We’re looking for a senior leader who has transformed large-scale assisted channel and operational environments and can balance Member and Supplier experience, service reliability, commercial performance, workforce effectiveness, risk and cost-to-serve.

• Significant senior leadership experience across large-scale assisted, contact centre and operational service environments, ideally within a multi-product and multi-channel organisation.
• Demonstrated experience transforming traditional service and operational functions through proactive engagement, process simplification, automation, workforce redesign and clearer end-to-end accountability.
• Strong commercial and operational leadership, including accountability for service levels, quality, productivity, sales conversion, operational risk and controls, operating budgets and cost-to-serve.
• Deep capability in voice-channel strategy, service operations, workforce planning, process improvement, capacity management and performance optimisation.
• Proven experience using data, analytics, workflow, digital self-service, automation and emerging technology to reduce manual effort, improve turnaround times and accuracy, and lift experience, performance and workforce effectiveness.
• Strong stakeholder leadership, with the ability to influence across product, digital, technology, risk and enabling functions in formal governance environments.
• Experience leading complex operations in a regulated or compliance-sensitive environment, with strong disciplines in risk management, controls, quality assurance and business continuity.

• Experience leading a geographically distributed workforce and diverse operational portfolio in a high-volume environment.
• Experience developing proactive engagement strategies using data and insight triggers.
• A strong understanding of community, member or customer needs across multiple channels and touchpoints.

• A bachelor’s degree in Business, Commerce, Operations Management, Economics or a related discipline is preferred. Formal qualifications or training in operational excellence, Lean or process improvement, automation, commercial management or financial management will be highly regarded.

If you are ready to become part of a growing community and make a real impact, get in touch today.

If you are ready to lead meaningful change and help shape the future of Capricorn’s distribution model, we’d love to hear from you.