Toyota Finance Australia (TFA) is the country’s largest automotive financier. Our past gives us credibility and knowledge. But it’s what the future holds, and how we can make the world a better place, that excites us. It’s not just about technology but what it can do for people.
In Australia there are two separate businesses: Toyota Motor Corporation Australia (TMCA) and Toyota Finance Australia (TFA). While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance and fleet management.
At TFA we’re committed to empowering our customers to get into their new car and onto the road.
We’re also passionate about, and committed to, our people. Our philosophy of Here To Move You represents our commitment to not only move our customers, but help our employees grow.
Your success at TFA is important to us, and we pride ourselves on a work culture that supports and rewards people.
From partnering with you to support your career growth, to providing you with opportunities to learn, improve, feel engaged and appreciated, we celebrate our people and the difference they bring.
We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential.
We’re working towards a future where we look out for each and our planet. Where we enrich lives with the safest and most responsible ways of moving. This is the kind of tomorrow we’re imagining here at TFA.
Join us and help drive the future.
What you'll contribute to
In this exciting new opportunity as Manager – Retail Operations, you will operationally lead and support the Retail Customer Operational teams, overseeing general and complex customer service enquiries, insurance sales, refinance and MTR and Kinto Servicing.
Through voice and written channels, you will oversee the end-to-end service-related activities ensuring that our focus is around delivering quality service in every interaction. As an integral part of the leadership team in Customer Operations, you will lead your team for performance, develop capability and coach for success. You will be responsible for delivering superior management and guidance to a team of people leaders, ensuring business outcomes such as SLAs and the department Balanced Scorecard are achieved whilst providing guidance and taking ownership for Hoshin Brief and strategical deliverables. You will constantly apply a Kaizen mindset, driving the business outputs, automation and customer service in everything you do. An integral part of this role will be centred around people management, providing ongoing guidance to the team of people leaders to help cultivate sustainable employee engagement, wellbeing, and overall team success. You’ll also play a key role in shaping the team’s morale, ensuring that it reflects a positive, productive culture that attracts and retains top talent while meeting business objectives. We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets. Toyota Australia is well-recognised for offering: You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/ We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements. Come with us and help create the future.
How you'll make an impact
Oversee the daily operations of the retail functions in Customer Operations, developing a strong understand of all functions.
Sound understanding of Contact Centre systems, WFP systems, IVRs, Knowledge Management and omni channel technology.
Develop and implement strategies to optimise wait and response times, turnaround time to approvals and first point resolved for our customers.
Monitor and analyse key performance indicators (KPIs) to measure the effectiveness of the service functions and adjust as needed.
Foster a positive and collaborative team culture that inspires and motivates the team to achieve outstanding results.
Lead and manage a team of people leaders, providing training, coaching, and support to achieve business goals and objectives
Provide regular and transparent reporting on the Retail Services performance against objectives
Your attributes
Extensive experience in a leadership role within a contact centre, to understand the dynamics and challenges of the role.
Proficiency in coaching and mentoring people leaders to develop their skills, enhance their performance, and achieve their career goals.
Strong influencing and communication skills, written and verbal communication skills.
Ability to develop effective and trusted relationships across all levels of the business, internal and external.
Ability to analyse performance data and use insights to make informed decisions and drive improvements.
Ability to think strategically and make decisions that drive long-term success for the contact centre.
Strong negotiation, analytical and problem-solving skills
