Customer Experience - Head Of Excellence

About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good. Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We're a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human. As the Head of Customer Excellence, you will oversee the global  program of work across Training, Process Development, Process Improvement and Quality Assurance to ensure our Customer facing teams deliver exceptional support for our customers. You will drive continuous process excellence and improvement and collaborate with other leadership roles to execute key initiatives such as new market launches and business integrations.  If you thrive in a fast-paced environment, excel at process improvement, and are motivated by the opportunity to innovate and enhance customer experiences, this role is the perfect fit for you.
\n Leadership, Team Management & Strategic CollaborationLead and manage a diverse team, including the  Head of Training, QA Team Leader, Customer Systems Lead, Reporting Analyst and Business Analyst, providing strategic direction, guidance, and support.Build a high-performing team dedicated to operational excellence and continuous improvement.Partner with key stakeholders, including Client Success, Operations, and Compliance, to develop cohesive strategies for growth and performance.Partner with other operational leaders to embed scalable processes tailored for each region where necessary.  Agent Training and DevelopmentOversee the design, delivery, and evaluation of onboarding programs for new agents in collaboration with the Head of Training, across both digital and voice agents.Drive the creation of ongoing development programs to upskill agents in compliance, customer experience, and performance improvement.Ensure training programs are aligned with business objectives, regulatory requirements, and best practices.Review and assess the effectiveness of training initiatives, driving adjustments to maximise outcomes. Quality AssuranceOversee the overall quality assurance and audit program for customer interactions and agent performance, ensuring the establishment and maintaining of robust quality assurance frameworks. Ensure quality standards are consistently met, addressing non-compliance through structured corrective actions.Lead regular quality reviews, analysing trends and providing actionable insights to improve performance and customer satisfaction.Develop and implement processes to support proactive risk identification and mitigation. Process Development and ImprovementAnalyse and refine operational processes to enhance efficiency, consistency, and compliance.Collaborate with cross-functional teams to align processes with organisational goals, organisation policies and regulatory standards.Drive the adoption of process improvement methodologies to foster a culture of operational agility.Collaborate with other leadership roles to execute key initiatives, such as new market launches and business integrations. Ensure the development of key processes and programs of work for new markets and strategic clients, ensuring tailored solutions that align with their unique requirements.Partner with Operations, Compliance, Client Success, and Sales teams to identify and implement scalable processes to support market and client expansion.Lead initiatives to address systemic issues and improve the scalability of operations. Leveraging Technology for Agent Efficiency and EffectivenessIdentify and implement assistive tools and technologies to improve agent productivity, reduce manual effort, and optimise workflows.Partner with technology and operations teams to introduce automation solutions, real-time dashboards, and AI-powered tools that enhance agent performance.Evaluate and deploy systems that streamline decision-making and task execution for agents.Analyse the impact of tools and technology on agent efficiency and refine solutions to ensure ongoing improvements.Support the Systems Lead to ensure smooth operation of day to day system requirements, including access, routing and functionality. Knowledge Management System (KMS) Design and OversightOversee the design, implementation, and continuous improvement of the Knowledge Management System (KMS) to ensure agents have access to accurate and up-to-date information.Develop processes to ensure the KMS aligns with company policies, client requirements, and business objectives.Collaborate with Compliance, Operations, and Client Success teams to validate KMS content accuracy and relevance.Establish a governance framework for KMS updates, ensuring changes to processes, policies, and client-specific needs are promptly reflected.Ensure customer facing content on our help hub is aligned to processes and requirements, and supports business needs.Ensure KMS and the supporting KM team can support client and regulatory audit requests Experience & Skills:10+ years proven leadership experience in managing training, quality assurance, process improvement, and technology enablement teams, preferably in a Collections, customer service, or contact center environment.Process Improvement: Expertise in continuous improvement frameworks (e.g., Lean, Six Sigma).Training and Development: Strong ability to design and implement comprehensive training programs.Project Management: Experience managing cross-functional initiatives, especially in new market or business integration contexts.Knowledge Management: Ability to develop knowledge-sharing systems to improve customer service.Stakeholder Management: Ability to work with internal and external stakeholdersLeadership: Ability and background in leading teams and leaders to execute on key objectivesComputer literate with proficiency in Google suite and willingness to learn and embrace new systemsStrong self-organisation, decision making and analytical abilitiesCreative problem solving skillsStrong detail orientationCollections Expertise: Strong background in voice and digital debt collection (not must have)
\nWe will review applications on the week commencing 6th of January, 2025.
Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process. At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer. For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!