Senior Operations Lead - Utilities
Location: Melbourne (Hybrid)
In this position, you'll be based in Melbourne office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
Computershare Utility Services assists a wide range of Australian-based utility providers and businesses where retail utilities are not necessarily their core business. We partner to help establish, manage and improve retail utility operations across the entire meter to cash lifecycle.
As a Senior Operations Lead - Utilities, you will guide a multiskilled team of Customer Service Representatives who support highvolume customer contact and operational processing activities. If you thrive in fastpaced service environments and enjoy shaping performance, capability, and customer outcomes, this role gives you the platform to make a meaningful impact.
Why is this role exciting? Well, there are a few things that make this role stand out:
Your leadership directly influences customer outcomes, service reliability, and operational performance across a major utilities function
You will coach, develop, and uplift a multiskilled workforce in a fastpaced, highvolume environment.
A role you will love
Lead day to day service delivery across all operational activities, ensuring SLA and service level targets are consistently achieved.
Prioritize and allocate work to keep backlog within defined thresholds while actively managing ageing items.
Monitor and improve productivity, quality, service levels, and operational risk across your function.
Lead capacity modelling, resource allocation, and workload balancing to ensure workforce utilization aligns with operational plans.
Ensure adherence to operational procedures, governance frameworks, and service standards, reducing risk incidents and service failures.
Partner with internal teams to align operational delivery with broader business and client objectives.
Analyze performance data, identify root causes, assess risks, and implement practical solutions to improve service outcomes.
What will you bring to the role?
Demonstrated experience leading teams in fastpaced, highvolume operational environments.
Strong capability in coaching, performance management, and building highperforming teams.
Proven experience managing service delivery performance, operational metrics, and continuous improvement initiatives.
Experience in utility metertocash operations (energy and/or water), or broader utility operational processes.
Background in regulated or servicebased environments where compliance and governance are critical.
Experience in workforce planning, capacity management, and workload allocation.
Experience with CRM platforms such as Salesforce or equivalent.
Experience working in customer contact or transactional processing environments.
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to help you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
