Aami Contact Centre Manager

1 week ago

Melbourne, Australia Suncorp Group Full time

**Permanent role**:

- **Contribute to a strong collaborative and supportive culture**:

- **Collaborate across the **AAMI, Suncorp & GIO Centres to ensure consistency of operations and that best practice is applied to the day-to-day running of our inbound contact centres**:

- **Work from home and office**:

- **Melbourne CBD/ Narre Warren location**

The purpose of this crucial role is to achieve profitable growth of the AAMI brand through management of a Contact Centre leading teams in hybrid work environments.

Success will be achieved through delivering on our core objectives of Customer Obsession, Performance Edge and Risk Management. These disciplines must be underpinned by a business that is efficient & complies to safe practice through an enabled & resilient workforce. This role is key in implementing Suncorp's strategic direction and delivering transformational change in a fast-paced environment.

**Key Responsibilities include but not limited to**:

- Drive sales and service excellence for the AAMI Inbound Consumer function as part of the AAMI, Suncorp & GIO (ASG) Leadership team
- Lead the Productivity Program across the centre to ensure consistency and a culture of best practices for our business and customers
- Lead and enable a customer focussed, high performance culture with a balance between financials, customer and risk
- Drive change management practices with leadership team to ensure changes are embedded and benefit profile is achieved
- Lead and develop the capability of others through effective coaching, mentoring, professional development and strong performance management.
- Embed a risk maturity, safety-first focus and accountable culture across teams.

**Skills & Experience**:

- Minimum 8 years’ experience in related field
- At least 5 years’ experience in insurance or financial services or contact centre environment
- Proven record of achievement of leading large teams in a customer service business
- Demonstrated ability to use customer insights and commercial acumen to drive performance across financial, productivity, risk and people metrics
- Strong leadership skills, including the ability to mentor and develop teams
- Advanced coaching skills.

**Culture**:
Working as part of the Suncorp Group you will have access to an unparalleled range of job opportunities across insurance, banking and corporate services. We promote a high-performance culture where people are rewarded for effort and dedication. We recognise and value commitment and encourage our people to maintain a healthy balance between their career and personal time. Suncorp has been awarded Employer of Choice for Gender Equality (EOCGE) by the Workplace Gender Equality Agency (WGEA) for seven years in a row.

Employee benefits | Suncorp Group
- We believe we are at our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers._

**Advertised**: 21 Jun 2024 AUS Eastern Standard Time
**Applications close**: 05 Jul 2024 AUS Eastern Standard Time

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