The Vice President - Operations owns that engine.

The role is accountable for the performance, quality, cost and scalability of companys operations process and SOP architecture, retailer plan and pricing operations, sales operations and order management, revenue assurance and leakage control, customer operations, automation and digitisation, workforce planning and capability, and the reporting and analytics on which the whole business runs. It is accountable for the numbers and, equally, for how those numbers are produced.

The Vice President - Operations will:

- Own the operating plan, the operating budget and the operating result across all business units.

- Own the process and SOP architecture of the business building the critical processes, documenting them, making them available and usable to everyone, and improving them continuously.

- Own retailer plan, pricing and platform operations, so that what company displays and sells always matches what the retailer actually offers, within the agreed turnaround times.

- Own sales operations and order management, so that every sale reaching a retailer or provider is complete, accurate, properly evidenced and right the first time.

- Own revenue assurance and leakage control across the full lead-to-cash lifecycle, and reduce the value lost between a lead arriving and cash being received.

- Own customer operations end to end onboarding, service, retention, complaints and escalations to timely and fair outcomes.

- Own operational reporting and analytics as the single source of truth for how the business is performing, and supply the insight behind the numbers to the Executive and the Board.

- Build an operation that can absorb growth, new verticals and new partners without a proportional increase in headcount or a drop in quality.

- Run a consistent operating standard across companys India and Philippines locations, and work with the Contact Centre so the customer experiences one end-to-end journey.

- Lead, coach and develop a leadership layer of General Managers and Senior Managers.

We are looking for a hands-on operator who builds capability and lifts standards not an administrator of an existing machine.

Essential:

- At least 12 years operations experience, including a minimum of five years leading a multi-team operation, with General Managers or Senior Managers reporting to them.

- Proven leadership of large-scale service and transaction operations in a consumer business order management or back-office processing, customer service, retention and complaints including quality assurance and workforce planning.

- Substantial experience in an offshore or global delivery operation serving an overseas consumer marketAustralia, the United Kingdom, New Zealand, Canada or the United States in a regulated sector.

- Demonstrated ownership of an operational reporting and analytics capability: has built or rebuilt a management information suite as a single source of truth, with agreed metric definitions, and used it to change decisions with strong personal fluency in business intelligence and reporting tooling and Microsoft 365.

- Demonstrable, quantified results: cost to serve reduction, quality and accuracy improvement, cycle time or rework reduction, attrition reduction with the candidate able to explain the numbers behind them in detail.

- Demonstrated ownership of a process and SOP governance framework at scale: process mapping and critical path analysis, documentation standards, version control, an accessible knowledge repository, change control, and verification that documented process is actually followed.

- Experience owning a product, plan, pricing, tariff or catalogue operation where accuracy and turnaround time carried contractual, commercial or regulatory consequence including the change cycle, testing and reconciliation against the source of truth.

- Experience translating contracted client or partner obligations into operating requirements, and delivering against contracted service levels in a regulated environment subject to external audit, client monitoring or regulatory inspection.

- Revenue assurance experience: has established or run a revenue assurance or leakage control capability across a lead-to-cash or order-to-cash lifecycle reconciliation and completeness checks across systems, automated exception detection, dispute and recovery management, and quantified prevention as well as recovery.

- Commercial and contractual numeracy: able to read a commission schedule or rate card and verify that systems, submissions, invoices and partner payouts actually reflect it.

- Capacity planning and workforce management capability, with genuine ownership of forecast accuracy, shrinkage and occupancy.

- Experience running operations across more than one delivery site, and ideally more than one country, including allocation of work between sites and maintenance of a consistent standard across them.

- Process improvement discipline - Lean, Six Sigma or an equivalent structured methodology with evidence of benefits actually realised rather than projected.

- Has deployed automation or artificial-intelligence-assisted workflow into a live operation and measured the outcome, not merely evaluated it.

- Commercial fluency: ownership of an operating budget, and a working command of unit economics and the operational drivers of contribution.

- Demonstrated ability to deliver an operating result that depends on teams outside their direct reporting line.

- Excellent written and spoken English, and the presence to hold a difficult operational review with an Australian retailer or partner over video.

- Graduate degree; postgraduate management qualification advantageous.

Desirable:

- Sector experience in energy retail, telecommunications, consumer credit or lending, or insurance distribution.

- Direct experience of the Australian consumer market and its service expectations.

- Experience in a comparison, aggregator, marketplace or lead generation business model, including partner and white-label delivery.

- Familiarity with Philippines-based operations, whether captive or outsourced.

- Experience working alongside a separately led sales or contact centre function on a shared customer journey.

- Experience of energy tariff, plan or rate card management, or of regulated or market-wide repricing events.

- Revenue assurance experience gained in telecommunications, utilities, insurance or a marketplace or affiliate business, where leakage control is an established discipline.

- Experience owning operational acceptance testing and release readiness for platform change.

- Lean Six Sigma Black Belt or equivalent certification.

- Experience managing outsourced or third-party operational capacity.

What this role offers:

- Genuine executive scope. Thirteen operating domains, a direct line to the Chief Executive Officer, and a seat in the conversations where the companys direction is set.

- A build, not a caretake. Several of these capabilities process and SOP architecture, plan and pricing operations, leakage and revenue assurance are being established properly for the first time. The person in this role will own how they are designed.

- Visible impact on the result. Operations sits directly on revenue, cost and customer outcomes in this business; the work is measurable and the effect is immediate.

- Scale ahead. Company is growing across four verticals and multiple markets, and the operating model built here is the one that has to carry the business towards its 2030 ambition.

- Exposure to the Board and to Australias largest energy, telecommunications, lending and health insurance brands as counterparties.

- Investment in the leader. Development, exposure and progression for someone who wants to grow beyond this role rather than settle into it.