Manager, Performance Optimisation

2 weeks ago

Sydney, Australia Avant Mutual Group Full time

**Job no**: 500092

**Work type**: full time

**Location**: Sydney

**Categories**: Customer Service - Inbound, Customer Service - Outbound, Management, Operational Excellence

**About Avant**

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”.

Avant now represents 82,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.

As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our members, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.

The commitment to members and the profession from our 855 staff has resulted in over 50% of Australia’s doctors choosing to be Avant members, delivered annual revenues of $454 million and net assets of $2 billion.

**About the Role**

This role forms a critical part of our Member Engagement team within Medical Indemnity team. The role is primarily a performance coaching role, responsible for developing programs that uplift the capability of contact centre Team Leaders and Senior Managers.

Further, the role is responsible for coaching these leadership staff for the purpose of uplifting their leadership and business operations capability. The role is also accountable for analysing business performance and optimising key processes to improve performance, and efficiency, including but not limited to recruitment, training, quality assurance and customer satisfaction.

**Key Responsibilities**
- Assess, analyse and understand the key capability gaps in our contact centre team and develop solutions to address these with the goal of driving improved performance
- Design and deliver customised training programs, to develop leadership capability in the leadership team. Embed this with on-the-job coaching to ensure implementation aligns to the organisation’s strategy and culture
- Provide ongoing feedback, guidance and support to the leaders, and managers, throughout the coaching process
- Evaluate and report on the progress and outcomes of the coaching programs, using relevant metrics and indicators
- Establish and maintain trust and rapport with the leaders, as well as other stakeholders involved in the coaching process, such as P&C, senior management, peers, etc.
- Analyse performance in key contact centre procedures such as recruitment, training, quality assurance and customer satisfaction
- Develop process and performance improvement plans with managers and their leaders, and support embedding with coaching and development
- Work with the Head of Member Engagement to develop and implement a performance management framework including a review process

**Key Skills required to perform the role**
- Extensive experience developing leadership capability uplift programs
- Expert level coaching skills with the ability to coordinate and deliver coaching developing the skills of the people you coach
- Proven track record of successfully delivering performance optimisation projects in a contact centre environment
- Well-developed communication and presentation skills
- Demonstrated results focused, sound judgement and problem-solving abilities
- Demonstrated ability to multi-task and manage multiple priorities and deadlines.
- Build trusted relationships with key business stakeholders and support them to meet business objectives

We are passionate about our members and the products and services that we provide. If you are passionate about delivering exceptional customer service -
- Please note: Avant Mutual is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons._

**Advertised**: 23 Feb 2024 AUS Eastern Daylight Time
**Applications close**:

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