Racing Australia - Racing Operations ManagerRacing 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:a consolidated national uniform and standard system for the collection, processing, storage, dissemination and protection of Racing Materials;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;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;adopting, administering and altering the Australian Rules of Racing and the Rules of the Australian Stud Book;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;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:Race NominationsAcceptancesScratchingGear ChangesRace ResultsDeputy registrarLicensingRacing 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 responsibilitiesThe role is a key operational position that will assume responsibility for:Day to Day operation of service centre teamLead, manage and support the Team LeadersRostering/Scheduling of staff to ensure support coverage of all racing operationsAnalyse all service centre processes and call statistics to develop an activity based model to support resource rosteringEnsure all customer interactions meet Racing Australia quality standards through the management, training, coaching and rostering of staffLiaising with racing operations, licensing and other staff at the PRAs to identify issues and agree solutionsManage the departmental budgetAgree, manage and report on service centre KPI’sProactively manage communications to industry participantsIdentify opportunities and, if appropriate, implement improvements in service deliveryManage the service agreements between Racing Australia and the PRA’sParticipate in defining the product roadmap for SNS/Owners Portal in consultation with the PRAsReview and update Racing Australia departmental standards and procedures as appropriateEnsure all Racing Australia standards and procedures are adhered toProvide reporting and analysis to senior management, RA Board and stakeholders as requiredSupport testing of system enhancementsYou will:Have existing knowledge or the capacity to quickly develop a working knowledge of the Australian Racing Industry and the systems and procedures currently in useHave experience in a high performing customer service contact centreProven ability to operationally plan a contact centre environment and deliver to KPIs within budgetHave strong analytical and problem-solving skillsHave strong people leadership and management skills and experience with a “Can do” attitudeHave effective communication skills with the ability to convey ideas and manage expectations in a calm and approachable mannerManage multiple stakeholders, both internal and external, with competing/confidential prioritiesBe able to work collaboratively whilst also being able to manage competing demandsBe able to commit to and achieve deadlinesWhat's On OfferCompetitive salary package and benefits including free car parkingA pivotal role in driving change within a hands-on environmentThe opportunity to work closely with a dedicated group of senior leaders and a passionate teamInterested candidates are invited to submit their resume and cover letter outlining their suitability for the role to jobs@racingaustralia.horse. 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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