Dell Care Operations Team Leader in Sydney, Australia

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Care Operations Team Lead on our Dell Financial Services team in Sydney .

Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.

Key Responsibilities

  • Maximizing the customer service experience making sure the team is aligned with targets set up and Service Level Agreement (SLA) expectations for the following Customer Service tasks: Service Cloud cases closed within SLA, Inbound Calls management, Complaints Policy, Internal Calls Auditing and Cases Management, First time resolution rate and Escalation case handling

  • Optimizing End of Lease (EOL) backlog management and EOL income profitability making sure the team is aligned with the following EOL related tasks: Monitor EOL pipeline Meet EOL targets based on Primary and Extension Backlogs and Misc Invoices exposure Carry out pro-active EOL management negotiations with customers on options to return, extend or purchase at the end of lease term with the aim of maximizing profitability according to the internal EOL pricing grids and contractual terms & conditions. Acting as EOL escalation point of contact as per EOL grid and EOL calculator tool. Perform Internal Auditing on EOL process upon request.

  • Minimizing the impact of the delinquency exposure for your Region making sure team adheres in full to the collections activity process. More specifically: Ownership of and responsibility for the collections activity on the Dell Financial Services portfolios in the region, Making sure Daily Delinquency Reports are launched on a daily basis, Assuring that newly booked contracts on a daily are assigned to Care Ops agents making sure to have accountability and work-lists set up, Meet Collections targets set up on a monthly basis, Provide Monthly Collections Forecast; Adhere to the 90+ process and escalation model, Perform Internal Auditing on Collections activity upon request.

  • People Management related tasks include Organizing Team Meetings and 1 to 1; Approving Holidays, Making sure teams adhere to internal Leave and Absenteeism Policy, Reviewing Performance Appraisals, Managing any initial people management related issues with direct reports, Building good team spirit motivating the team on a daily basis, Encourage team members to participate to Dell Community

  • Develop and maintain strong relationships with local Sales teams to ensure that SLA levels are being adhered to but also to optimize business profitability.

  • Take ownership of administration problems and be pro-active in resolving them.

  • Effectively communicate with all internal departments to bring prompt and accurate resolution to issues.

  • Be 100% compliant and complete all mandatory courses within the timeframes provided. Also attend any class room trainings as required or suggested by your Manager.

  • Participate in projects as required.

  • Provide backup to colleagues and the Operations function as required.

Essential Requirements

  • Collections experience

  • End of Lease experience

  • Asset Management experience

  • Undergraduate Degree qualified preferred

  • Minimum 8 years experience

  • Indirect people management experience a plus

Benefits

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’re excited to be at the financial heart of a global, multi-billion-dollar business, this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .