Customer Excellence Leader

2 weeks ago


Melbourne, Victoria, Australia beBeePerformanceManager Full time $125,000 - $175,000

About Us

">We are a global financial institution that aims to improve the financial wellbeing and sustainability of our customers.">

Role Description

">We are seeking a skilled Operational Performance Manager to join our team. The successful candidate will be responsible for leading a high-performing team across Australia and Manila, with accountability for aligning operational performance with broader business objectives.">

Your Key Responsibilities

">- Lead the Operational Performance Delivery team with accountability for ensuring the seamless onboarding of technology profiles, responsiveness to high-impact incidents, telephony optimisation, and end-to-end management of technology changes that affect the Contact Centre's operational performance.- Develop and oversee the execution of robust CCC-centric 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, owning the approval process for such changes.- Take ownership of technology requirements for BCP, ensuring that all systems and platforms are resilient with strategies to ensure impacts are managed effectively.">

Requirements

">- Extensive experience in a leadership role overseeing operational performance within a complex, multi-region contact centre environment.- Proven track record of managing teams across different geographies and successfully driving operational efficiencies through technology.- Experience in managing and optimising contact centre technologies, including telephony systems, telephony IVR platforms, and performance monitoring tools.- Strong experience in managing relationships with senior stakeholders across business and technology teams.">

Benefits

">- Competitive salary and benefits package.- Opportunities for professional growth and development.- Collaborative and dynamic work environment.">

About You

">- You have a proven track record of delivering results in a fast-paced environment.- You have excellent communication and interpersonal skills.- You are able to lead and manage high-performing teams.- You have experience working with technology platforms and systems.">

Contact Information

">Please submit your application through our online portal.">

Keyword

">Performance Manager

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