Operations Manager - Utilities (Energy and Telco)

About the role

Own sales fulfilment, contact centre operations and retailer relationships across energy and telco end to end: from the moment a customer says yes, through quality assurance, submission to the retailer, acceptance, commission and reconciliation. You will run a contact centre operation of several hundred agents across delivery centres in India and the Philippines, hold relationships with twenty-plus retailers and providers, and be accountable for sales accepted, leakage, quality, compliance and cost to serve. You will report to the General Manager - Operations and lead the QA Managers for Energy and Telco, the Sales Fulfilment Manager and offshore contact centre leadership.

Key responsibilities

• End-to-end sales fulfilment for energy and telco: submission (API, CAF, portal or manual per retailer), rework, acceptance tracking and status reconciliation
• Contact centre performance across inbound, outbound and assisted sales: forecasting, queue and dialler management, CLI and calling-hours compliance, conversion and productivity
• Own leakage: know the causes by retailer and channel, and bring it down month on month
• Quality: the QA framework, audit form, scorecard and sampling model, nesting and below-quality agent programs, and keeping every retailer's mandatory scripting live
• Customer service and complaints for energy and telco customers, including vulnerable and family-violence customer handling and hand-offs to retailers
• Plan and rate change management through the platform, with the SOPs that keep it accurate
• Retailer and provider relationships: monthly performance reviews, audits, incidents and day-to-day questions from their channel managers
• Onboarding new retailers end to end: NDA and agreement, due diligence, QA and scripting alignment, security and insurance requests, integration and go-live
• Contract register and recontracting for every retailer, and the approval process that lets partners go live on each retailer's plans
• Weekly operations dashboard to the executive team: sales submitted, accepted and paid, leakage, QA, complaints, retailer SLAs and cost per sale
• Sales fulfilment for energy and telco: the Sales Fulfilment team does the day-to-day submission work and the Sales Fulfilment Manager reports to you. You own the outcome: every sale submitted on time to every retailer, rework and resubmission, acceptance tracking and status reconciliation
• The Timely Sales Submission Report: yours to own and publish weekly to the executive team, with every late submission explained and acted on
• Cross-department coordination for change: when a retailer changes plans, scripting, eligibility or submission rules, or CIMET launches a new initiative, you bring Product, Engineering, Compliance, QA, Training, Marketing and Finance together with one plan and one timeline

About you

• 8+ years in operations, with at least 3 running sales fulfilment or contact centre operations at scale (200+ seats), ideally with offshore teams in India or the Philippines
• Direct experience in Australian energy retail or telco: understanding of retailer channel obligations, explicit informed consent, the NECF and Victorian frameworks, life support and vulnerable customer rules, the Telemarketing Standard and Do Not Call, and retailer audits
• Track record of owning relationships with retailers, carriers or comparable B2B partners, including performance reviews, contract negotiation and conversations about quality or commercials
• Strong with numbers: able to build a leakage model, a QA sampling plan, a forecast and a cost-per-sale view
• Process discipline: SOPs, change management, trackers, and follow-through to make them stick across time zones
• Experience managing managers and growing program or team leads into bigger roles
• Comfortable working across Australian and Indian business hours when needed, and travelling offshore a few times a year
• Full Australian working rights

About us

CIMET gives businesses their own branded comparison and switching service across energy, broadband, mobile, solar, health insurance and personal finance, and runs the sales fulfilment behind it. Our technology and contact centres connect customers of well-known Australian brands with a panel of major energy retailers and telco providers. Every sale we make is on behalf of a retailer, under their rules, so how we operate matters as much as how much we sell.

Benefits

• Real authority over how fulfilment and the contact centres run, and direct ownership of the retailer relationships
• Competitive base plus superannuation and a performance bonus tied to leakage, quality and retailer outcomes
• Working from Sydney CBD office
• Fast-moving business adding new verticals and partners every quarter, with a CEO and executive team close to the detail