Assistant Manager - Commercial Operations

Job Description

Lead Partner Support Operations

• Lead the day-to-day Partner Support team, ensuring timely, accurate and consistent resolution of partner enquiries, escalations and operational issues while meeting agreed service levels.

Drive Automation & Operational Excellence

• Identify and implement automation and process improvements across partner onboarding and operational workflows to reduce manual effort, improve efficiency, minimise errors and shorten turnaround times.

Champion Partner Experience

• Identify partner pain points and translate feedback and operational insights into improvements that make it easier, faster and more seamless for partners to work with BonusLink, ultimately contributing to a better customer experience.

Lead & Develop the Team

• Manage, coach and develop a small team, setting clear objectives and performance expectations while building a culture of ownership, problem-solving and continuous improvement.

Drive Cross-functional Initiatives

• Work closely with Commercial, Product, Technology and Customer Experience teams to support new products, partner initiatives and operational projects, ensuring operational requirements are considered and improvements are delivered effectively.

Requirements

• Minimum qualification of Bachelor's Degree/Post Graduate Diploma/Professional Degree in Business, Operations or a related discipline is required,
• 3 - 5 years of relevant experience in Partner Operations, Customer/Partner Support or a similar role.
• Proven experience in team leadership, with the ability to coach, develop and manage a small team
• Experience with using Google Suite and Zendesk
• Strong track record in process improvement, operational efficiency and workflow optimisation.
• Demonstrated ability to identify opportunities for automation and digitalisation and translate them into practical solutions.
• Comfortable working with data and operational metrics to identify issues, measure performance and drive improvements.
• Strong stakeholder management and communication skills.
• Strong problem-solving mindset with the ability to identify root causes and drive issues through to resolution.
• Highly organised, proactive and able to manage multiple priorities in a fast-paced environment.