Operational Excellence Lead

1 week ago

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

At 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, take ownership of their work, and drive results. We're here to help you advance in your career, and with our global network, there's ample opportunity to explore new directions.

Job Description

This role is an exciting opportunity to lead our Contact Centre Operations team, driving performance and customer satisfaction. You will oversee day-to-day operations, manage capacity planning, and ensure effective processes are in place.

Your primary responsibilities will include:

  • Leading a team of Workforce Management Specialists, providing real-time analysis and direction on operational performance
  • Developing long-term capacity plans to identify labour and skill requirements
  • Maintaining relationships with internal stakeholders to ensure they understand their impact on customer experience and operational performance

You will also be responsible for establishing a culture of continuous improvement within the team, ensuring they partner with team leaders and stakeholders to drive improved performance.

Requirements

To succeed in this role, you will need:

  • A strong understanding of Contact Centre Management principles and theory
  • Proven leadership experience in a Contact Centre environment, with a focus on supporting operational capabilities
  • Excellent communication and presentation skills, with the ability to influence stakeholders across different levels of senior management
  • Strong MS Office skills, including Excel, Word, and PowerPoint

The ideal candidate will possess a relevant qualification and have a proven track record of driving performance improvements in a dynamic environment.

What We Offer

We offer a range of benefits to support your well-being and career growth, including:

  • Hybrid working arrangements with our FlexING Policy
  • An additional Rest Day to support your well-being
  • An IMPACT day to volunteer on approved sustainability activities
  • Discounted ING Health Insurance

Estimated Salary: AU$120,000 - AU$150,000 per annum, depending on experience.

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