Driva creates a seamless and transparent financing experience that enables all Australians to get their best finance match. We're known for our innovative approach, transparency, and commitment to customer satisfaction. Our culture thrives on creativity, collaboration, and continuous learning, making Driva an exceptional workplace for those who are passionate about driving change in the fintech sector.
The Role
We are looking for a Head of Sales Operations to join the team at Driva. You will be responsible for overseeing and managing the operational aspects of the Sales & Service, Settlements, and Novated Lease teams within the organisation. Reporting directly to a co-founder, you will be responsible for ensuring the efficiency and effectiveness of our business operations, optimising processes and maintaining our high level of customer service.
Key Responsibilities
- TeamManagement: Oversee daily operations of our Sales & Service, Settlements, Aftermarket and Novated Lease teams, including:
- Working closely with Team Leads to manage escalations, SLAs, etc.
- Ensure agents across functions are appropriately managed by Team Leads, including active performance management, identification of areas of improvement, etc.
- Ensure appropriate incentive structures in place to motivate the right behaviour and outcomes in each team
- Create reports and leverage data insights to monitor and manage the performance of teams
- Team training frameworks and structures: Ensure a highly trained Sales Ops function with a culture of continuous improvement, including:
- Ensuring comprehensive documentation and implementation of training policies and procedure across all Sales Ops activities
- Autonomous identification of areas of agent specific or Sales Ops wide improvement, and work with Team Leads to develop and implement training programs to address these
- Capacity planning and resource optimisation: Lead a robust Sales function that is appropriately resourced at all times for forecast volume, with a continually decreasing cost to serve per customer, including:
- Identify areas to improve efficiency of agents, and implement initiatives that effectively lower our cost to serve over time (through automation, throughput uplift, removal of manual processes, etc.)
- Develop structured long-term resource plans based on business level volume forecasts that enable continued adherence to SLAs across products / markets, without over-resourcing
- Conversion opportunities: Drive conversion and customer experience uplift from Sales driven activities, including:
- Identify areas of customer drop-off through the Customer journey, design and implement initiatives to address and track effectiveness, including:
- Work with Team Leads to enhance service delivery and maintain high levels of customer satisfaction
- Work closely with Business Operations and Growth functions to raise and identify changes in communication (emails, SMS, calls) to uplift conversion
- Work closely with other departments within Driva to ensure streamlined workflows and resolve any potential points of conflict across teams
- Prioritisation: Collaborate with Senior Leadership to define operational priorities and ensure alignment with overall company strategy
- Strategy & Execution: Develop and execute operational strategic initiatives aligned with company goals
- Compliance and Risk Management: Ensure appropriate management of any non-Credit related customer complaints, and that all customer interactions are appropriately recorded and conducted in line with agreed company procedures and policies.
- Industry Knowledge: Keep updated on technological developments, changes to rules and regulations, and industry best practices
Skills and Experience
- Undergraduate degree in Finance, Business or a related field
- At least 5 years’ experience in Operational Management or Sales in the financial services (or similar) industry
- Prior experience leading high performing teams and driving operational excellence, ideally across Sales and Operational teams
- Strong communication skills with the ability to effectively communicate with internal and external stakeholders
- Proven ability to thrive in a fast-paced, high-growth environment
Why Join Driva?
- Thank You Days: Receive additional days off as a token of appreciation, with the number increasing each year, capped at 5 extra days annually
- Employee Stock Ownership Plan (ESOP): Benefit from our ESOP, offering a stake in the company and aligning with our commitment to employee investment and growth
- Discounted Novated Leasing Package: Take advantage of our significantly discounted novated leasing package, reflecting our expertise in finance
- Vibrant Culture & Social Events: Be part of a workplace that values fun and engagement through various social events
- Hybrid Work Model: Enjoy the flexibility of a hybrid work arrangement, fostering both in-office collaboration and remote work convenience