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 multi‑skilled team of Customer Service Representatives who support high‑volume customer contact and operational processing activities. If you thrive in fast‑paced 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 multi‑skilled workforce in a fast‑paced, high‑volume 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 fast‑paced, high‑volume operational environments.
• Strong capability in coaching, performance management, and building high‑performing teams.
• Proven experience managing service delivery performance, operational metrics, and continuous improvement initiatives.
• Experience in utility meter‑to‑cash operations (energy and/or water), or broader utility operational processes.
• Background in regulated or service‑based 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.

A company to be proud of

We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

Fairness and culture

We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

About The Team

We're one of the world's leading essential communications businesses with over 30 years' market experience and expertise in the latest technologies. Our communications team design, create, deliver, receive, store and manage business critical communications that enhance customer experience and improve communication effectiveness for our clients.