Head of Operations Position description
Position Title Head of Operations
Reports To Chief Executive Officer
Direct Reports Business & Operations Analyst Customer Experience Manager
Date of CEOApproval 23rd July, 2024
Role Level Head
EzLicence
EzLicence is Australia’s largest marketplace for booking driving lessons. Launched in 2018, our platform enables learners to find, compare and book driving instructors online, and provides an end-to-end solution for over 1000 active driving instructors to manage and grow their businesses. We're a proud South Australian success story, facilitating over 25,000 bookings per month. In Australia, we are now 13 times larger than our biggest competitor and expanded to the United Kingdom in late 2023 - but we’re only getting started.
Our Values
Ride together
Push the limits
Be a learner
Embrace the journey
Position Summary The Head of Operations ensures operational excellence through strategic direction and management of the Australian Operations, playing a supporting role to the UK business. Key functional oversight include:
1. Customer Experience 2. Data and Analytics 3. Strategy and Project Management 4. Legal and Risk 5. Registered Training Organisation (RTO)
As part of the Executive and Leadership team, the Head of Operations aligns cross-functional efforts to ensure EzLicence meets its strategic initiatives and overall company objectives. The Head of Operations collaborates closely with the Head of Finance, Head of UK, and Head of People and Culture to manage budgets, resources and continuously evolve operations to meet growth targets for EzLicence.
Position Description
As part of the Executive and Leadership Team, the Head of Operations removes barriers and enables functional experts to perform their duties with minimal friction.
The following are the descriptions of the essential skills, knowledge and experience on which performance will be measured.
Key Responsibilities
Customer Experience (CX)
● Accountable for elevating and championing the customer voice within EzLicence internal operations, thereby enhancing customer considerations in decision-making.
● Accountable for creating repeatable and scalable ways of working to support Learners and Driving Instructors who contact support.
● Oversee the standard of service provided to all parties who contact CX for support. ● Collaborate with the CX teams to automate and use technology to implement
scalable and efficient solutions. ● Support the Customer Experience Manager to:
○ Lead, mentor and manage the Customer Experience team whilst overseeing daily operations.
○ Optimise resource utilisation and planning to ensure efficient customer support.
○ Prepare monthly function reports
EzLicence Pty Ltd www.ezlicence.com.au
○ Regularly review key metrics such as NPS, CSAT, Time to respond and develop strategies for efficient management.
○ Utilise customer feedback, data analytics and market trends to document insights and drive continuous improvement.
Data and Analytics
● Accountable for the data and analytics for EzLicence, utilising inhouse and external specialist skill sets.
● Collaborate with the Head of Finance to support financial modelling activities. ● Work with departments to enhance strategic decision making through data
analysis/insights, customer and market research and function-specific growth modelling.
● Support the Business & Operations Analyst to: ○ Prepare and lead the Market Management reporting, facilitating the
leadership team and key stakeholders in accessing the data in manageable ways.
○ Analyse trends and insights, utilising Excel and Google Sheets to manipulate complex data.
○ Support the preparation for Monthly and Quarterly Business Reviews, providing reports and additional context with insights.
○ Translate business requirements to technical engineering and data teams. ○ Support the prioritisation of the Product Roadmap; ○ Assist in the delivery of product features, tweaks and bug fixes through our
product delivery lifecycle. ○ Report on product deployment success and commercial benefit. ○ Facilitate the surveying of our users to gain actionable insight.
Strategy & Project Management
● Drive the commercial performance of EzLicence through; ○ Market management reporting and analysis ○ Mobilising results again budget ○ Primary market management levers; i.e. modify spend less, test and
experiment, integrating the approach with strategic and financial planning ● Develop and execute effective operating cadences across all functions, ensuring
timely project delivery aligned with strategic objectives. ● Collaborate with the Executive team on business performance and review
cadences, focusing on achieving key performance indicators and operational targets.
● Implement strategies for operational cost control and resource efficiency across all departments.
● Oversee departmental budgets, ensuring adherence to financial constraints and identifying opportunities for cost savings without compromising on quality or efficiency.
● Review financial reports and metrics to identify trends, variances and areas for cost reduction, whilst providing actionable insights to the leadership team.
● Assess investment opportunities and financial decisions in collaboration with the Executive team.
● Lead corporate objectives and strategic directions in line with the financial needs/obligations of the business.
EzLicence Pty Ltd www.ezlicence.com.au
● Collaborate with our Head of Finance to elevate our financial planning and analysis capabilities, including our annual and quarterly forecasting and budgeting.
● Project manage cross-functional strategic initiatives, including end to end go-to-market management for new product releases, ways of working initiatives and new market entry.
● Establish metrics and benchmarks to track the progress and effectiveness of strategic plans.
● Develop and monitor operational metrics to measure success and identify areas of improvement.
● Plan, execute and complete projects within specific time, budget and quality constraints, whilst achieving the desired outcomes and objectives of the project.
● Tactical execution on specific components of new market entry e.g. undertaking research, designing new market entry frameworks, establishing corporate structures, facilitating necessary legal and governance work and GTM strategy and commercial models.
● Collaborate with external agencies to engage on project-based work and ensure deliverables are met on time and within budget.
● Leverage data and analytics within operational cadences for informed decision-making.
● Develop strategies for operational improvement and long-term viability. ● Review and enhance operational policies, procedures, reporting and training. ● Stay informed about market trends, competitors and industry developments. ● Lead efforts to enhance the company's market position, brand recognition and
competitiveness through effective marketing and strategic partnerships. ● Own the performance management cycle of the business. ● Own the investor and board reporting. ● Identify market trends, business opportunities and risks for strategic decisions. ● Remain adaptive and continuously assess resource allocation strategies and
adjust decisions as market conditions, opportunities and challenges evolve.
Legal and Risk
● Identify potential risks that could impact the company’s operations, reputation and financial health. Evaluate and prioritise risks based on their likelihood and impact.
● Implement mitigation strategies to minimise negative effects of identified risks. ● Effectively manage crises and unexpected challenges to safeguard the
organisation's reputation and continuity. ● Ensure adherence to legal and regulatory requirements to mitigate legal risks and
penalties. ● Ensure EzLicence has the appropriate insurance coverage and remains covered as
the business grows and activities change. ● Provide risk assessments and insights to guide strategic directions. ● Regularly review risk management strategies and adjust as needed to address
evolving risks. ● Ensure the organisation’s data handling practices comply with GDPR and other
relevant data protection laws. ● Implement and oversee processes for data subject access requests, data
breaches, and privacy impact assessments. ● Ensure all data collection, processing, storage, and sharing activities are
conducted in a manner that protects personal data and respects individuals' privacy rights.
● Develop and enforce robust cyber security policies and procedures to protect the organisation’s data and IT infrastructure.
EzLicence Pty Ltd www.ezlicence.com.au
● Oversee regular security assessments, vulnerability tests, and audits to identify and mitigate potential threats.
● Ensure the organisation maintains up-to-date security measures, including firewalls, encryption, and access controls, to safeguard against cyber attacks.
Registered Training Organisation (RTO) ● Develop and implement strategic plans to drive the growth and success of the
RTO. ● Align the RTO's objectives with the overall business strategy and goals of EzLicence. ● Lead and manage RTO audits ti ensure the RTO remains compliant with all relevant
regulatory and accrediting bodies, including ASQA (Australian Skills Quality Authority).
● Oversee the day-to-day operations of the RTO to ensure efficient and effective delivery of training programs.
● Manage the development and maintenance of training resources, curricula, and assessment tools to ensure high-quality education and compliance with industry standards.
● Implement and monitor operational processes to maintain the RTO’s accreditation and compliance status.
● In collaboration with the Head of Finance, develop and manage the RTO’s budget, ensuring financial sustainability and profitability.
● Monitor financial performance, analyse variances, and take corrective actions as necessary.
● Ensure accurate and timely reporting of financial and operational performance metrics to senior management.
● Ensure the RTO complies with the VET Quality Framework and other relevant regulatory requirements.
Leadership
● Lead the Leadership and Executive meetings with co-design agendas, actions and follow up tasks assigned.
● Champion innovation across the organisation, identifying new business opportunities, markets and revenue streams to drive sustainable growth.
● Prepare and deliver regular team meetings to motivate, align and support the team for greater results.
● Inspire, drive and motivate the team and others by being an open, authentic and genuine leader who is energised by winning as a team.
● Demonstrate a collaborative, proactive leadership-approach to working at EzLicence.
● Perform work outside of normal hours at times. ● Interstate and overseas travel may be required. ● Any other duties as reasonably requested by EzLicence.
Key Skills, Qualities and Technical Knowledge
Skills and Qualities
● A growth-mindset with the ability to self-motivate, adapt and have high attention to detail.
● Resilient, resourceful, optimistic and energetic. ● Experience working to and exceeding target. ● Excellent problem-solving and analytical skills with a focus on long-term
sustainability.
EzLicence Pty Ltd www.ezlicence.com.au
● High-level verbal and written communication skills, with the ability to communicate key messages succinctly and clearly.
● Strong stakeholder management and commercial experience, with notable business acumen and operational experience.
● Strong leadership and interpersonal skills with a track record in team supervision, mentoring and performance management, with the ability to build and lead a high performing team.
● Proven ability to anticipate strategic challenges, quickly identify and implement sustainable solutions.
● Proven ability to develop and implement strategic plans, manage budgets and resources effectively.
● Proficiency in preparing management reports, financial modelling and analysing trends/insights/complex data using Excel and Google Sheets.
Education and Technical Knowledge
● Essential - Minimum of 5 years' experience as an Operations Manager or equivalent role, preferably in a small and scaling business operating Nationally and Internationally with multicurrency.
● Essential - Proven experience leading a strategic initiative process and associated projects in a multi-disciplinary environment.
● Essential - Proven experience collaborating closely with business analysts and interpreting complex data to communicate trends and insights internally.
● Essential - Knowledge of relevant business related laws, regulations and standards in Australia.
● Essential - Strong management accounting and change management skills. ● Essential - Strong leadership skills in articulating and achieving goals
collaboratively. ● Preferred - Proven experience leading a customer experience function. ● Preferred - Experience working within a marketplace business model and scaling
operations. ● Preferred - Degree in Business/Business Commerce/Business Administration or
equivalent professional experience.
Employee Signature: _______________ Date:________________
CEO Signature: __________________ Date:________________
EzLicence Pty Ltd www.ezlicence.com.au