Head of Performance Productivity

**About the role**

As our new Head of Productivity, Performance & Digital, you will play a pivotal role in shaping and executing A&G's service strategy, leading the development and implementation of innovative service solutions, optimising operational efficiency, and driving continuous improvement across all service functions.

The role requires a strategic thinker with strong leadership and influencing skills, capable of leveraging advanced technology to optimise customer interactions.

**Key Accountabilities**
- Support the General Manager with developing and implementing the overall service strategy, aligning with the company's broader objectives and market trends. This includes optimisation of digital and voice communications by leveraging AI capabilities to improve productivity across the Service Department.
- Analysing customer trends, forecasting future needs and proactively adapting the service model to meet evolving customer expectations and business demands.
- Lead and mentor a high-performing team encompassing Digital, Outbound, Customer Journey and Productivity/Performance teams.
- Lead the analysing of contact centre performance data, identifying areas for improvement, and implementing data-driven solutions to enhance productivity.
- Identify and implement innovative technology solutions to enhance service delivery, improve efficiency, and enhance the customer experience
- Build and maintain strong relationships with key stakeholders across the organisation, ensuring effective collaboration and alignment on service-related initiatives
- Work with Risk resources to ensure all service operations comply with relevant regulations, policies, and procedures, mitigating risks and maintaining a culture of compliance

**What experience you’ll bring**
- Formal qualifications in a relevant area such as Business Administration, Management, coupled with knowledge of relevant regulations and compliance requirements
- Substantial leadership experience (7+ years) within a comparable organisation, ideally within a fast-paced contact centre or customer service environment, with the proven ability to lead and develop high-performing teams
- Demonstrated expertise in developing & implementing service strategies, including a deep understanding of customer service best practices, industry trends, and the implementation of technology solutions to enhance service delivery, ideally within the general insurance industry
- Strong analytical and problem-solving skills, with experience in using data to drive decision-making along with excellent communication, interpersonal, and presentation skills
- Experience in budget management and resource allocation

**Our perks**
- ** Location**:North Lakes** - Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. **Kawana**-**This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
- ** Options for extra leave** - Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year and benefit from flexible work arrangements
- ** Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- ** Award Winning Workplace Giving Program** - If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- ** Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- ** Employee discount** - You’ll receive discounts on Budget Direct insurance products.
- ** Reward and recognition** - We reward high performance with employee recognition, reward and incentive schemes.
- ** Onsite facilities** - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- ** Get social** - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- ** Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

**About us**

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.

Our range of general insurance products protect customer’s most valued possessions on the road, at home an