About us 

Sympli is a licenced Electronic Lodgment Network Operator (“ELNO”) formed through a collaboration between InfoTrack (Australia’s leading provider of e-Settlement technology and services) and the Australian Securities Exchange (ASX). Sympli offers lawyers, conveyancers and financial institutions a streamlined and comprehensive technology solution to facilitate electronic settlement and registration of property transactionsSympli is integrated into Australia’s land registries, revenue offices and financial institutions to provide a comprehensive and seamless e-settlement experience for users throughout Australia. 

 

Objective 

Build and manage the operations of the business to deliver superior customer experience and operating efficiency. 

 

Reporting to CEO 

 

The role  

  • Design the “vision” for customer service, support, operations, fulfilment and training incollaboration with the executive team 
  • Design, build and run optimised operational service delivery function to meet business and client outcomes and vision 
  • Build and manage Support and Service teams 
  • Collaborate and partner with internal functional teams to develop and implement operational capability and ongoing innovation and business growth 
  • Define and implement key policies and processes to ensure quality outcomes and repeatable success 
  • Manage client payment processing 
  • Manage internal and external Stakeholder obligations, risk and reporting, as applicable to customer 
  • Manage Client and Stakeholder incidents 
  • Develop and maintain board and executive reporting, including insights and KPIs 
  • Build and maintain an innovation culture to maximise straight through processing of client transactions and market leading client experience 
  • Manage the business change, BCP, crisis management for the business 
  • Build and maintain internal and external relationships to ensure high-quality customer service outcomes and operating efficiency 

 

Key competencies 

  • Process Excellence – driving continuous improvement to enhance client experience and business efficiencies. 
  • Strategy Execution – Translating business priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results. 
  • Passion for Results – Driving high standards for individual, team, and organizational accomplishment; tenaciously working to meet or exceed challenging goals; deriving satisfaction from goal achievement and continuous improvement. 
  • Coaching and Developing Others – Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities; driver of a collaborative culture. 
  • Building Organisational Talent – Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential, thus allowing the organisation to meet current and future business challenges. 
  • Client Focus – Ensuring that the client ‘s perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet client and business needs.  
  • Driving Execution – Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results. 
  • Operational Decision Making – Securing and comparing information from multiple sources to identify business issues; committing to an action after weighing alternative solutions against important decision criteria. 
  • Executive Disposition – Demonstrating a poised, credible, and confident demeanour that reassures others and commands respect; conveying an image that is consistent with the organization’s vision and values. 

Knowledge and Experience
 

  • Demonstrated commitment to customer service and continuous operational improvement 
  • A minimum of 8 years executive level experience in the technology industry including SaaS organisations 
  • Relevant legal tech or payments industry knowledge 
  • Relevant tertiary qualifications 
  • Experience working in or with enterprise and regulated organisations 
  • Presentation and networking skills; ability and experience to deliver webinars, external training sessions, speak at conferences   
  • Proven experience in using deploying process excellence frameworks (e.g. LEAN) and delivering tangible positive results.   
  • Proven success in identifying and delivering on business improvement opportunities  
  • Experience in managing third party relationships, including suppliers and partners for financial results 
  • Proven ability to adapt leadership style to individual needs and using superior EQ skills and appropriate interpersonal styles to establish effective relationships 
  • Demonstrated superior written and verbal communication skills including the ability to write concisely for documentation, presentations and business cases; 
  • Proven problem solving, analytical and diagnostic skills; 
  • Ability to proactively work individually and as part of a team; and 
  • Extensive experience managing a large team 
  • Excellent interpersonal skills including demonstrated experience and skills in liaison, negotiation and conflict resolution with clients and colleagues 
  • Proven ability to exercise sound judgment in complex decision making 

 

 

Applications

To apply, please send your resume to careers@sympli.com.au