Operational Management Leadership Role

1 week ago

Sydney, New South Wales, Australia ING Bank (Australia) Limited Full time
About the Role

At ING, we want to make life simpler and more worthwhile for everyone who banks with us. As a Senior Manager - Operational Management, you will be responsible for leading our team in the optimisation of operational capacity planning and ensuring an effective environment where all risk requirements are met.

Key Responsibilities
  • Lead, develop and support a team of Workforce Management SMEs, providing real-time analysis, insight and direction on operational performance and resourcing.
  • Devise long-term capacity plan models to proactively identify labour and skill requirements, ensuring the business is appropriately resourced to meet operational objectives.
  • Establish and maintain cross-functional relationships across ING to ensure internal stakeholders are aware of their influence on customer experience and operational performance.
What You'll Need
  • Relevant qualifications in a relevant discipline, including proven understanding of Contact Centre Management theory.
  • Strong prior experience in a leadership capacity in a Contact Centre environment, supporting operational capabilities.
  • Strong MS Office skills, including Excel, Word, PowerPoint.
  • Strong written and oral communication skills, with the ability to present.
  • Understanding of routing & deflection technology & Contact Centre Systems.
  • Stakeholder management and influencing skills across a range of levels of senior management.
Benefits and Culture
  • We offer over 16,000 professional and personal development courses to choose from.
  • Discounted ING Health Insurance.
  • Hybrid working arrangements with our FlexING Policy.
  • An additional Rest Day to support your wellbeing.
  • An IMPACT day to volunteer on approved sustainability activity.

The estimated annual salary for this role is approximately $120,000-$150,000, depending on location and experience.

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