Racing Australia - Racing Operations Manager
Racing Australia is the peak body for Thoroughbred racing in Australia. Established in 2016 following the merger of the Australian Racing Board and Racing Information Services Australia and owned by the 8 state and territory based Principal Racing Authorities (PRA). Racing Australia is responsible for the operation of the information services business to service the Australian horse racing industry and other users of horse Racing Materials. This includes:
1. a consolidated national uniform and standard system for the collection, processing, storage, dissemination and protection of Racing Materials;
2. establishing and maintaining participation in a consolidated national uniform and standard Racing Materials system by the Principal Racing Authorities and all others integral to the successful conduct of such system;
3. developing procedures to maximise the integrity, and minimise duplication and data cleansing costs, with respect to all Racing Materials collected, processed and disseminated in the conduct of such system;
4. adopting, administering and altering the Australian Rules of Racing and the Rules of the Australian Stud Book;
5. ensuring the integrity of Thoroughbred breeding in Australia including by maintaining the officially published records of Thoroughbred bloodlines in Australia in the form of the Australian Stud Book complemented by the Australian Rules of Racing;
6. maintaining information regarding the ownership and identity of Thoroughbred racehorses for racing in Australia and for export including by acting as the Registrar of Racehorses complemented by the Australian Rules of Racing;
Based in our Melbourne office, Racing Australia operates a services bureau providing support operations to trainers, owners and the eight (8) Principal Racing Authorities (PRAs). These services cover a wide range of functions including:
1. Race Nominations
2. Acceptances
3. Scratching
4. Gear Changes
5. Race Results
6. Deputy registrar
7. Licensing
Racing Australia is looking for a Racing Operations Manager who will assume responsibility for the management and day-to-day operation of the racing services team. The team is based in Melbourne and comprises a mixture of 30 permanent and casual staff that ensures the seamless operations of the Racing industry across Australia, 24/7, 365 days a year.
Key responsibilities
The role is a key operational position that will assume responsibility for:
1. Day to Day operation of service centre team
2. Lead, manage and support the Team Leaders
3. Rostering/Scheduling of staff to ensure support coverage of all racing operations
4. Analyse all service centre processes and call statistics to develop an activity based model to support resource rostering
5. Ensure all customer interactions meet Racing Australia quality standards through the management, training, coaching and rostering of staff
6. Liaising with racing operations, licensing and other staff at the PRAs to identify issues and agree solutions
7. Manage the departmental budget
8. Agree, manage and report on service centre KPI’s
9. Proactively manage communications to industry participants
10. Identify opportunities and, if appropriate, implement improvements in service delivery
11. Manage the service agreements between Racing Australia and the PRA’s
12. Participate in defining the product roadmap for SNS/Owners Portal in consultation with the PRAs
13. Review and update Racing Australia departmental standards and procedures as appropriate
14. Ensure all Racing Australia standards and procedures are adhered to
15. Provide reporting and analysis to senior management, RA Board and stakeholders as required
16. Support testing of system enhancements
You will:
1. Have existing knowledge or the capacity to quickly develop a working knowledge of the Australian Racing Industry and the systems and procedures currently in use
2. Have experience in a high performing customer service contact centre
3. Proven ability to operationally plan a contact centre environment and deliver to KPIs within budget
4. Have strong analytical and problem-solving skills
5. Have strong people leadership and management skills and experience with a “Can do” attitude
6. Have effective communication skills with the ability to convey ideas and manage expectations in a calm and approachable manner
7. Manage multiple stakeholders, both internal and external, with competing/confidential priorities
8. Be able to work collaboratively whilst also being able to manage competing demands
9. Be able to commit to and achieve deadlines
What's On Offer
1. Competitive salary package and benefits including free car parking
2. A pivotal role in driving change within a hands-on environment
3. The opportunity to work closely with a dedicated group of senior leaders and a passionate team
Interested candidates are invited to submit their resume and cover letter outlining their suitability for the role to. Racing Australia is an equal opportunity employer. This is a full time position based in Melbourne at our Flemington offices and cannot be performed remotely.
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