About the role The Operations Manager is accountable for overseeing customer support, customer journey, compliance and audit operations across a NSW Government Program, and for the operational management of Creditex's relationship with its Approved Provider product installation partner. The role leads the Team Leader – Compliance and Team Leader – Customer Support, ensuring both functions operate to a consistent standard, escalations and edge cases are resolved quickly and correctly, and the program remains audit-ready and compliant at all times.

Key responsibilities

Customer Support & Customer Journey

- Oversee the Customer Support function, working through the Team Leader – Customer Support to ensure inbound queries, applications and post-installation support are handled to SLAs in Zoho Desk.
- Monitor the end-to-end customer journey across HESMAT - eligibility, quoting, payment, assessment and installation – help to identify and resolve friction points, drop-offs and process gaps.
- Oversee identification, flagging and handling of vulnerable, at risk customers, ensuring the escalation pathway and handover to our installation partner.

Compliance, Audit & Quality

- Oversee compliance operations, working through the Team Leader – Compliance to ensure eligibility evidence checks, certificate compliance and DDA obligations are met consistently.
- Maintain audit readiness across the program - ensuring SOPs, evidence trails and quality records are complete, current and defensible under DCCEEW or independent audit.
- Track and close out compliance risks and non-conformances,



escalating material issues to the GM – HESP promptly and in writing.

Approved Provider (AP) Management

- Manage the operational relationship with as the program's sole approved assessment and installation partner, including day-to-day performance monitoring, issue resolution and escalation handling.
- Oversee handover processes between Creditex and our AP (customer flags, work orders, evidence requirements) and hold the AP accountable to agreed service levels.
- Monitor compliance with the AP (licensing, insurance, WHS, evidence quality), escalating concerns when required.

High Demand Event Management

- Scale and oversee staffing during HDEs, including engaging, training and managing external customer support and compliance resources so service standards hold under volume.
- Monitor team performance and SLAs across customer support, compliance and Forge against the agreed demand-tier framework, flagging risks or breaches early.

Escalations & Edge Cases

- Act as the senior operational point of escalation for complex, ambiguous or high-risk cases that fall outside standard SOPs.
- Make timely, well-reasoned operational decisions on edge cases in the absence of a directly applicable SOP, documenting rationale for audit purposes.

Skills & Experience





- Demonstrated experience in an operations management role spanning customer support/service delivery and compliance.
- Experience managing or coordinating third-party delivery - including performance monitoring and issue escalation.
- Knowledge of compliance and audit processes - evidence-based decision-making, SOP application, and risk escalation.
- People leadership experience
- Confident, calm decision-maker under pressure, comfortable resolving edge cases without a ready-made playbook.
- Excellent written communication skills.

About Creditex Creditex partners with government and industry to deliver large-scale programs that make a positive difference to Australian households and communities. Through innovative technology, operational excellence and exceptional customer service, we help customers access energy efficiency initiatives while supporting Australia's transition to a more sustainable future.

What We Offer

- Competitive remuneration package based on experience.
- Career development and progression opportunities within a growing business.
- A collaborative, supportive and values-driven team culture.
- Modern offices located in Frenchs Forest on Sydney's Northern Beaches.
- The chance to play a key role in delivering an exciting NSW Government program that helps households reduce their energy costs while contributing to a more sustainable future.

If you enjoy helping people, solving problems and delivering exceptional customer experiences, we'd love to hear from you. Applicants must be Australian citizens or permanent residents.

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