Operational Excellence Lead

2 weeks ago

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

This newly created role is a key member of the Assisted Channel (AC) Contact Centre Management Team, responsible for day-to-day operational management capabilities and control activities to drive effective and efficient operations.

The Operational Excellence Lead will lead the team in optimising operational capacity planning and ensuring an effective environment in which all risk requirements are met. The role holds co-responsibility for customer satisfaction and organisational performance results.

Responsibilities include:

  • Leading a team of Workforce Management SMEs and providing real-time analysis, insight, and direction on operational performance and resourcing
  • Developing long-term capacity plan models to proactively identify labour and skill requirements to ensure the business is appropriately resourced to meet operational objectives
  • Maintaining cross-functional relationships across ING to ensure internal stakeholders are aware of their influence on customer experience and operational performance across AC
  • Channel stakeholder liaison and pre-go-to market readiness with business stakeholders to support marketing campaigns/promotions, change initiatives, new products/features, process improvements, rate change, and remediation activity
  • Ensuring recruitment and training planning align with the capacity plan and partnering with Talent Acquisition teams to ensure quality recruitment and early tenure retention for the Contact Centre
  • Fostering a culture of continuous improvement within the team, ensuring they partner with team leaders and stakeholders to drive improved performance

To be successful in this role, you will require:

  • 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, including 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 and Contact Centre Systems
  • Stakeholder management and influencing skills across various levels of senior management

This role offers a competitive salary of $120,000 - $150,000 AUD per annum, depending on experience, as well as a range of benefits, including:

  • 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

About Us

At ING Bank (Australia) Limited, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We're here to help you get ahead.

  • Operational Excellence Lead

    7 days ago

    Sydney, New South Wales, Australia GroupM Full time

    Job OverviewWe are seeking an Operational Excellence Lead to join our team at GroupM.About the RoleThis is a key position that will be responsible for ensuring the smooth-running of day-to-day operations within a client team. You will work closely with cross-functional teams to support their efforts and drive operational excellence.ResponsibilitiesProcess...

  • Operations Excellence Lead

    1 week ago

    Sydney, New South Wales, Australia Lion Full time

    Producing some of Australia's favourite beverages, Tooheys is a New South Wales institutionWe are seeking a motivated Operations Excellence Lead - Brewing to join our brewing team in Lidcombe.This is a full-time, permanent role involving shift work. The shift patterns are based on weekly rotations between mornings(6am-2pm) afternoons(2pm-10pm) and nights...

  • Adelaide Operational Excellence Lead

    1 week ago

    Sydney, New South Wales, Australia CTS People Full time

    Complete Tyre Solutions, a trusted leader in fleet management, seeks an experienced Operations Supervisor for our Adelaide Metro team.About the RoleWe are looking for a skilled and dynamic leader to drive operational and sales excellence. As an Operations Supervisor, you will oversee inventory management, ensure equipment maintenance, and foster strong...

  • Operational Excellence Lead

    4 weeks ago

    Sydney, New South Wales, Australia Jetstar Full time

    About UsThe Jetstar Group is one of the largest low-cost airline groups in the Asia Pacific by revenue and has flown more than 300 million passengers since it launched. Collectively, the Jetstar Group offers more than 5,000 flights a week to 58 destinations in 18 countries and territories across the Asia Pacific region.Job DescriptionCompany OverviewWe are...

  • Regional Operations Excellence Lead

    3 weeks ago

    Sydney, New South Wales, Australia Indie campers Full time

    About Indie CampersWe're a digital campervan marketplace on a mission to make road trips accessible to everyone.With over one million nights rented through our platform, we've welcomed 300,000 travelers from 169 countries. Our comprehensive array of road trip possibilities includes short-term RV rentals, long-term campervan subscriptions, and vehicle...

  • Transformation Lead

    3 weeks ago

    Sydney, New South Wales, Australia George Weston Foods Full time

    Job SummaryWe are seeking a skilled Transformation Lead to drive operational excellence within our Chilled & Frozen sites. As a key member of the George Weston Foods team, you will lead and drive process improvement initiatives to enhance performance culture and achieve business goals.About the RoleDevelop and implement cost reduction initiatives and...

  • Risk Management Lead

    3 weeks ago

    Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

    Opportunities to Make a DifferenceWe're seeking an experienced Senior Manager to lead our Operational Risk team in ensuring the Bank's activities, processes, and products manage existing and emerging risks effectively.In this role, you'll provide advice, monitoring, and independent oversight of business activities to support the Bank's strategic objectives....

  • Operational Excellence Lead

    2 weeks ago

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

    About UsAt ING, we strive to make life simpler and more meaningful for everyone who banks with us, works with us, and the community at large.We value individuality and have created a culture that is fun, friendly, and supportive – it's a place where you can be yourself and make the most of your skills.Our team gives people the freedom to think differently,...

  • Reliability Excellence Lead

    2 weeks ago

    Sydney, New South Wales, Australia Blackbook Recruitment Full time

    About the RoleWe are seeking an experienced Reliability Excellence Lead to join our FMCG operations team. Reporting to the ANZ Operations Director, you will oversee and guide all engineering activities across a nation-wide footprint of manufacturing sites.ResponsibilitiesDevelop and implement capital deployment, process improvement, and systems development...

  • Operational Excellence and Data Analytics Lead

    1 week ago

    Sydney, New South Wales, Australia VGW Full time

    **About the Role:**We are seeking a highly skilled Operational Excellence and Data Analytics Lead to join our Operations team in Sydney.The successful candidate will be pivotal in enhancing operational excellence through process improvement, project management, and data-driven decision-making. This role will support evidence-based decision-making, fostering...

  • Operational Excellence Lead

    1 week ago

    Sydney, New South Wales, Australia Mad Mex Full time

    Mad Mex is a leading Australian brand with a passion for serving the world's best burritos. We're driven by our commitment to excellence, and we're looking for an exceptional individual to join our team as an Operational Excellence Lead.About the RoleThe Operational Excellence Lead will play a critical role in ensuring that our restaurant teams are...

  • Transformation Excellence Lead

    4 weeks ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    At Australian Leisure & Hospitality (ALH), we're driven by a passion for creating memorable experiences in our 350 iconic venues across Australia. As the largest hospitality provider in the country, we own and operate venues in over 350 communities, empowering our teams to bring every pub's story to life.We're part of Endeavour Group, united behind a common...

  • Restaurant Operations Manager

    3 weeks ago

    Sydney, New South Wales, Australia Merivale Full time

    Merivale: A Leader in HospitalityA competitive salary awaits an exceptional Restaurant Operations Manager to join our dynamic team at Ash Street Cellar. This is a unique opportunity to showcase your skills and experience in managing café-style service, with a strong coffee background.About the RoleAs a key member of our management team, you will be...

  • Operational Excellence Leader

    2 weeks ago

    Sydney, New South Wales, Australia Travel Trade Recruitment Full time

    A leading global travel services company is seeking an exceptional Operational Excellence Leader to drive performance and oversee end-to-end operational excellence.Role OverviewThe Operational Excellence Leader is responsible for ensuring high-quality, timely responses to client needs, even in high-pressure situations. This includes managing strategic...

  • Operational Excellence Leader

    4 weeks ago

    Sydney, New South Wales, Australia Travel Trade Recruitment Full time

    A leading global travel services provider is seeking an experienced Operational Excellence Leader to drive performance and ensure high-quality, timely responses to client needs.Role OverviewThe Operational Excellence Leader is responsible for end-to-end operational excellence in handling client requests, solving logistics challenges, and ensuring that all...

  • Transformation Lead

    1 week ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    Job OverviewWe are seeking an experienced Transformation Lead to drive operational excellence in our Big W space portfolio. This key leadership role is responsible for identifying, quantifying, prioritising, and driving the implementation of business improvement opportunities across the team.Key Responsibilities:Process Improvement: Identify and implement...

  • Field Training Manager

    4 weeks ago

    Sydney, New South Wales, Australia Mad Mex Full time

    About the RoleThe Field Training Manager is responsible for ensuring that our restaurant teams are well-equipped to deliver exceptional results. This involves working closely with Business Managers to develop and maintain a team of skilled Mad Team Leads who can provide training and support to new staff members.As an expert in Mad Mex restaurant operations,...

  • IT Director of Operations and Excellence

    3 weeks ago

    Sydney, New South Wales, Australia The University of Notre Dame Full time

    About the RoleThe University of Notre Dame Australia is seeking a highly skilled IT Director of Operations to lead the digital excellence, service delivery, and operations in our Information Technology Office. This critical role ensures excellent customer service and improves the university's digital platforms, technological infrastructure, and delivers...

  • Cabinet Maker/Installer Position with Lead Group

    3 weeks ago

    Sydney, New South Wales, Australia Lead Group Full time

    Job Description for Cabinet Maker/InstallerWe are seeking a skilled and versatile individual to fill the role of Cabinet Maker/Installer at Lead Group.The ideal candidate will possess excellent craftsmanship skills, attention to detail, and the ability to work efficiently in both site and factory settings.Responsibilities:Precision execution of design plans...

  • Transformation Excellence Lead

    7 days ago

    Sydney, New South Wales, Australia Woolworths Group Full time

    Drive Transformation & Growth with Our TeamWe are seeking a highly skilled Transformation Excellence Lead to join our team at Australian Leisure & Hospitality (ALH), a subsidiary of Endeavour Group, the largest hospitality provider in Australia. This exciting opportunity will allow you to leverage your expertise to drive commercial, operational, and guest...