Operational Excellence Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeExcellence Full time $120,000 - $180,000
Job Opportunity

We are seeking a highly skilled Operational Excellence Specialist to play a critical role in delivering technology and insights that enhance contact centre performance and improve member outcomes.

About the Role
  • Implement contact centre technology across channels.
  • Monitor daily performance metrics to identify trends and drive service improvements.

The ideal candidate will have strong knowledge of Rest, CNX, and MUFG systems. In-depth understanding of contact centre operations and technologies is essential.

Key Responsibilities
  • Collaborate with internal teams and partners to assess service impacts and deliver actionable insights.
  • Provide SME input into initiatives, ensuring data-driven decisions and effective execution.
  • Lead optimisation efforts across platforms like LivePerson and Amazon Connect.
  • Act as the primary liaison with Catalyst and the Data team to align on shared goals and reporting.
  • Represent the Service Technology team in cross-functional forums and strategic projects.
  • Identify service pain points and translate them into improvement initiatives.
  • Maintain the call listening library and manage task tracking via Jira.
  • Validate campaign automation in Snowflake and coordinate seasonal messaging.
Requirements
  • RG146 or equivalent superannuation certification (desirable).
  • Proficient in Confluence, JIRA, and project methodologies (Agile & Waterfall).
  • Excellent collaboration skills across multiple stakeholders and partners.
  • Solid understanding of superannuation administration, rules, and performance metrics.
  • Proven analytical, problem-solving, and strategic thinking capabilities.
  • Data-savvy with advanced Excel, data mapping, and forecasting skills.
  • Experience managing financial and performance analysis in project environments.
About Us

We support more than two million members, with around $100 billion of funds under management. We believe when members understand and engage with their super, they're more likely to get a better retirement outcome.

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