Manager, Digital Workplace Voice Systems

2 weeks ago

Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time
Manager, Digital Workplace Voice Systems

Link Group Sydney, Australia

Job Description

Overview

Reporting to the Head of Infrastructure (AU), the Manager Voice Systems oversees and provides operational support for Voice Systems and associated platforms at Link Group. This role focuses on systems in Australia and India. The Manager Voice Systems acts as a subject matter expert, offering guidance to a variety of stakeholders, such as Business, Clients, Projects, Suppliers, Client Partnerships, and Technology teams. Additionally, they play a key role in developing strategies for Link Group Voice Systems, promoting platform capabilities, and ensuring alignment with business goals.

Key Accountabilities and main responsibilities:

  • Provide management oversight and support to the Voice Systems Team in Australia and India
  • Deliver small to medium projects and BAU initiatives
  • Manage risk position of voice systems in Australia
  • Analyze and document internal systems and processes
  • Drive innovation and best practices in Voice Systems
  • Support Disaster Recovery, Business Continuity, Crisis Management & Audits
Strategic Focus:
  • Align tasks with Link Group strategy
  • Ensure system solutions align with business strategy
Operational Management:
  • Offer day-to-day Operational support for Voice Systems
  • Provide support to various business units
  • Consult on Voice Systems processes and design
  • Ensure documentation is up to date
  • Provide technical support for incident resolution
  • Participate in technical solutions delivery for Voice System projects
People Leadership:
  • Provide leadership, coaching, and expertise to stakeholders
Governance & Risk:
  • Adhere to change management, audit, and compliance protocols
  • Contribute to DRP, BCP, and audit processes
  • Maintain documentation and undergo relevant training/certifications
Experience & Personal Attributes:
  • Minimum of 3 years Operational Contact Centre experience
  • Skilled in stakeholder management
  • Ability to work autonomously with decision-making capability
  • Strong technical aptitude and interest in Customer Experience Journeys
  • Experience running projects from inception to delivery
  • Proficiency in Contact Centre technology solutions
About Us

MUFG Pension & Market Services is a digitally-enabled business that connects millions of people with their assets securely and responsibly. Our businesses partner with global clients to provide efficient services and modern technology platforms for world-class outcomes. By leveraging our people's expertise and scalable technology, we enhance data management and user experiences.

About the Team

Our Technology division focuses on innovation to deliver solutions that meet client needs. We are building a culture based on an entrepreneurial spirit, effective risk management, empathy, and trust. Diversity is valued, and we strive for better client outcomes and growth. Join us on our journey and unleash your full potential in a flexible and inclusive work environment. We promote fairness and equity, welcoming individuals from all backgrounds. Work rights and background screening are mandatory for applicants at MUFG Pension & Market Services.

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