Employment Type: Full time, continuing role within UNSW IT Excellent salary package available including generous superannuation Location: UNSW Kensington Campus (Hybrid Working Opportunities) About UNSW:UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place. The Head of Customer Service is responsible for revolutionizing customer interactions and satisfaction across UNSW by leading the Customer Services team. This role oversees the enhancement of IT Support Services to not only meet but exceed agreed levels of customer satisfaction. The incumbent will reimagine service delivery, promote customer-centricity, and drive cultural change within UNSW IT. Reporting to the Director, Customer Service Delivery, this position will spearhead the modernization of service processes, tools, and strategies to elevate customer experience to new heights. The role of Head of Customer Service reports to the Director, Customer Service Delivery. The functions reporting to this role are: Customer Support and Service Desk. Accountabilities: In conjunction with the Director and other IT Customer Service Delivery Heads, set, operate, monitor and evaluate the strategic and annual objectives for the Customer Service team. Lead and support cultural change so that the teams develop as a high performing customer service teams. Develop ways to showcase and promote the services offered, as well as building trust and support, for UNSW IT. Develop and improve systems and processes, and develop and action customer engagement strategies to deliver services that meet and exceed customer needs. Develop and drive the customer service culture across all teams, and support teams to become the key customer facing points of contact, providing a superior level of customer experience for all client interactions. Lead and champion the delivery of client centered service delivery policies, standards and procedures used across UNSW IT that enhance business resilience, financial management, process efficiency, service quality and client experience. Lead and champion the delivery and implementation of contemporary IT Service Support best practices across UNSW. Ensure that appropriate service quality measures are developed and reported across UNSW IT that match industry benchmarks, client expectations and support the levels of service required by UNSW. Spearhead the definition, creation and roll out of new IT services, UNSW IT projects and support models for all services; including defining any sourcing strategy, toolsets, structures, roles, accountabilities, training needs analysis and risk management. Manage key vendor relationships in conjunction with UNSW IT Vendor Management and UNSW Procurement teams. Prepare complex Customer Service performance reports, analyze, present data along with appropriate recommendations and action plans for service delivery improvements. Manage the Customer Service team operating budget. Ensure that all services moving to production have appropriate client centric ‘Service Definitions’ that support a smooth transition and sustainable ongoing support. Ensure that the Customer Service team demonstrates a commitment to the stability and ongoing evolution of supported technologies and environments. Align with and actively demonstrate the UNSW Values in Action: Our Behaviors and the UNSW Code of Conduct. Ensure hazards and risks psychosocial and physical are identified and controlled for tasks, projects, and activities that pose a health and safety risk within your area of responsibility. Skills and Experience Tertiary qualifications and/or significant experience leading an IT delivery function within a large/complex organization. Deep commitment to customer service excellence with a focus on putting the customer at the heart of all services. Proven experience in a senior IT Support Management role with accountability and responsibility for budget and team management in a customer focused, matrixed environment. Demonstrated experience in effectively managing external service providers. Demonstrated ability to analyze organizational needs and develop solutions that meet strategic and operational requirements. Demonstrated experience transforming the service delivery culture, processes and tools across a complex service delivery organization. Proven leadership and strong people management skills, with significant experience building effective high-performance cultures that improve service outcomes. Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organization. Demonstrated ability to articulate and operationalize strategic plans. Demonstrated knowledge of contemporary trends and developments in IT with a solid understanding of current and emerging issues. Ability and capacity to direct and monitor the implementation and effectiveness of the safety management system. An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines. Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training. To Apply: If this is of interest to you, please submit your CV, Cover Letter and responses to the Skills and Experience outlined above and in the position description. More Information: visit https://www.jobs.unsw.edu.au/ Contact Jen MacLachlan, email: j.maclachlan@unsw.edu.au Applications close: Sunday 12th of May 2024 at 11.30pm Benefits and Culture Flexible hybrid working Additional 3 days of leave over the Christmas Period Access to lifelong learning and career development Progressive HR practices Discounts and entitlements UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. 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Responsibilities: Assist the business head to devise business strategies to grow Unsecured Lending business and achieve business goals Drive digitalization and innovation projects to grow Unsecured Lending business to uplift competitiveness in the market and enhance customer experience Enhance digital customer journey and automate or streamline the end-to-end process to shorten processing turnaround time and reduce operating cost Formulate strategies and implement initiatives to grow unsecured business volume and revenue, in particular from online and mobile channels Conduct market research on latest market trend and technological development, evaluate business proposals for new initiatives and collaborate with counterparts for its implementation Coordinate system user requirements, manage and prioritize projects within limited resources and budget Assist Department Operation Risk Officer for compliance and audit related reporting Requirements: Degree holder of Business Administration, Economics, Finance or related disciplines At least 10 years’ relevant experience in banking industry, solid experience on retail lending business is preferred Possess strong business mindset and analytical skills Possess strong leadership, interpersonal and people management skills With solid project management experience Risk management related experience is a plus

Responsibilities: Define business objectives and devise strategies to grow Unsecured Lending business, including Personal Loans and Small Enterprise Loans Formulate the business and financial targets of Unsecured Lending including P&L, loan balance, business volume and operating expenses Closely monitor the business performance vs KPIs with regular and ad hoc reporting Develop the loan pricing mechanisms and perform ongoing pricing management for unsecured lending products to optimize business revenue Keep abreast of latest trends in the loans market and review financial and market share performance in comparison with key market players Engage internal and external parties to conduct customer and market analytics for Unsecured Lending Engage in ad hoc projects and management reporting Requirements: Degree holder of Business Administration, Economics, Finance or related disciplines At least 7 years’ relevant experience in banking industry, solid experience on retail lending business is preferred Possess strong business mindset and analytical skills Possess strong leadership, interpersonal and people management skills With business planning or financial management experience is a plus

Responsibilities: Manage and oversee the operation of Telephone Outbound Sales team in accordance with regulatory requirement, including but not limited to review accuracy of transaction records, perform call monitoring for frontline staff etc. Monitor several enquiry and transaction systems to ensure smooth operation Provide timely support and follow up action to sales team on customer enquiries and requests in order to enhance service standard Compile various sales reports Assist in tasks/ projects as assigned by supervisor Requirements: Degree holder or above. 3-4 years' banking and financial institution, experience in banking product/ credit card industry would be a definite advantage Excellent interpersonal and communications skills with good command of English and Chinese in both verbal and written including Putonghua Proficient in PC applications, such as MS Office Candidate with less experience will also be considered