Performance Excellence Leader
5 days ago
Position Overview
The Operational Performance Manager is a key role within the Australia and New Zealand Banking Group Limited's Contact Centre, responsible for driving excellence in customer experience by ensuring the efficient and effective delivery of systems and technology solutions. This position requires a seasoned leader who can provide strategic oversight of the Operational Performance Delivery team, ensuring alignment with broader business objectives while fostering collaboration with ANZ's technology teams.
Accountabilities
- Lead the Operational Performance Delivery team to drive excellence in customer experience, ensuring the efficient and effective delivery of systems and technology solutions.
- Develop and oversee the execution of robust plans to address high-severity incidents and planned outages, ensuring minimal disruption to customers, bankers, and the business.
- Serve as the primary point of contact for technology changes that impact the Contact Centre, collaborating closely with senior stakeholders across technology and business units.
- Take ownership of technology requirements for Business Continuity Planning, ensuring all systems and platforms are resilient with strategies to manage impacts effectively.
Requirements
- Ability to effectively influence and communicate with stakeholders at varying levels, from senior leaders to bankers.
- Proven ability to interpret and analyse complex data sets with a high level of accuracy and attention to detail.
- Strong experience in building, managing, and maintaining key relationships across diverse teams and regions.
- Ability to adapt quickly to changing business needs, manage high-pressure situations, and juggle multiple priorities.
- Demonstrated experience as a people leader with proven experience in developing talent.
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