
Head of Operational Performance
2 weeks ago
26900 | Operations | Management | Non-Executive | Allianz Partners | Full-Time | Permanent
***
**Head of Operational Performance (Analytics, Workforce, IT Vendor Management)**
Location: Brisbane, Australia
**Role purpose**:
Reporting to the Chief Operations Officer, the Head of Operational Performance will play a critical role in enhancing our organization by using data, analytics, workforce performance and the outsourced IT capability to drive both business and workforce optimisation strategies, increase automation, and enhance the customer experience across the Operations value chain. This role requires working alongside key stakeholders, collecting requirements, and producing deliverables in the form of reports, dashboards, or raw datasets that will be used to drive business decisions. As the key point of contact for the outsourced IT provider you will manage the day to day of contract requirements and SLA’s, and ensure services delivered to the business are of a high standard, meet the required performance thresholds, appropriate management of resources, service improvement, service quality, and customer satisfaction.
The role demonstrates thought leadership, manages complex data requirements, builds productive relationships, recruits and mentors staff as required, and collaborates with cross-functional teams.
**Key responsibilities include**:
**Performance Analytics**
- Partner with all Operations Departments and key functions within AP to develop and execute a robust strategy that integrates data and reporting into all aspects of the claims process
- Develop and lead a team of analysts, technical officers and workforce planners with the skills, capabilities, and passions necessary to successfully drive and sustain a data focused culture
- Defines, develops and provides insights, metrics and analysis to drive the decision-making process and supports Operations for internal and external customers
- Supports data-driven, statistical approach to problem solving, including gathering, analysing and reporting data
- Implement the Workforce Optimisation strategy to maximize service levels, minimize internal costs and drive high employee engagement relating to workforce planning
**IT Outsourced Services**
- Serve as the primary point of contact to the provider regarding overall and day-to-day service delivery
- Liaising with legal and procurement functions, ensure thorough understanding of the Master Services Agreement and appropriate provider adherence and delivery against it
- Establish and maintain effective Governance and forums including reporting;
- Ensure SLAs (service level agreements) and KPI (key performance indicators) as defined in the contract are met or exceeded; including
- Ensure robust and extensive incident and issue management
- Ensure that implementations and ongoing services are delivered on time and meet customer requirements by maintaining oversight over the schedule, risks, scope of work and budget;
- Ensure we understand the providers the full suite of capabilities and works with the wider team to achieve appropriate internal and external customer outcomes
- Liaise with Business Continuity Management function to understand and relay business requirements to AzTech in relation to disaster recovery
- Ensure regulatory obligations are met in relation to RG234, ensuring disaster recovery plans are in place and tested, at least annually
- Partnering with the Global and Regional Finance functions, monitoring of the run costs for Information Technology, undertaking initiatives, as required to manage the costs effectively, whilst ensuring services are maintained at an appropriate level.
- Act as the escalation point to Group for the business should AzTech performance issues, or opportunities for continuous improvement be identified
- Facilitate any audit requests through to AzTech, ensuring requirements are communicated in a timely manner and that deadlines are met.
- Ensure the timely reporting of any Risk or Compliance incidents, through the governance structures in place for each of these functions
- Work with the outsourced IT Vendor in the management of IT change across the organization
**Business Problem Solving**
- Solves complex data and reporting problems utilizing creative solutions and new perspectives
- Becomes an expert in assigned business processes, including upstream and downstream implications. Relates business process to financial performance measures and analysis.
- Supports and at lead process and data improvement initiatives
- Conducts research and analysis to quantify business opportunities and issues
**Reporting and Performance Management**
- Develops and executes a robust reporting and perforce management framework that consistently produces easily consumable data and insight across Operations
- Develop and maintain effective business relationships with key internal and external stakeholders across the business
**Stakeholder Management**
- Help manage inter
-
Head of Performance Management
2 days ago
Brisbane, Australia Bank of Queensland Full time**About the Role** A fantastic opportunity exists for a Head of Performance Management to join BOQ’s highly regarded Group Finance team! With the flexibility to be based out of our Brisbane, Sydney or Melbourne office, you will be reporting to the General Manager Performance Management Services and your role is key to supporting the strategic and...
-
Head of Operations
10 hours ago
Brisbane, Australia Xenco Services Full time**About us** At Core Crew, our team are operational leaders in the resources industry with experience across all facets of operational and executive management. Our approach is grounded in proven methods, offering managed solutions to the resources and mining industry to solve complex operational challenges. We have industry experience in fully outsourced...
-
Head of Dredging Operations
1 week ago
Brisbane, Australia Port of Brisbane Full timePort of Brisbane Closing date: 26/09/2024 - **Opportunity to bring your marine dredging expertise to a newly created leadership role**: - **Oversee an annual internal and external dredging program in a job where no two days are the same**: - **Competitive remuneration package, leadership development, free gym & wellbeing programs** **Ready for the best...
-
Head of Performance and Impact
2 weeks ago
Brisbane, Australia Cancer Council Queensland Full time**Head of Performance and Impact** **About Us** For over 60 years, Cancer Council Queensland’s pioneering work has helped save thousands of lives and has improved the quality of life for people living with cancer. Our mission is to lead Queenslanders in a partnership against cancer. Cancer Council Queensland raises funds that are dedicated to improving...
-
Head of Sales Performance
2 days ago
Brisbane, Queensland, Australia ClearCompany Full timeAmazing opportunity for a sales coaching professional to join this fast growth scale up Australian financial businessOur client, a leading player in the finance industry, is seeking a dynamic and inspiring Head of Sales Performance to join their rapidly growing team. This key role will serve as a mentor, culture leader, and trainer within the organization,...
-
Head of Operations
2 weeks ago
Brisbane, Queensland, Australia NGARE EMPLOYMENT SOLUTIONS PTY LTD Full timeAbout UsAt Relationships Australia Queensland (RAQ), we are proud to be Queensland's leading provider of relationship and family wellbeing services. Our purpose is to provide individuals and families with the tools and support they need to build happier, healthier lives. Through education, counselling, and community programs, we help people develop the...
-
Head of Operations
3 weeks ago
Brisbane, Queensland, Australia NGARE EMPLOYMENT SOLUTIONS PTY LTD Full timeAbout UsAt Relationships Australia Queensland (RAQ), we are proud to be Queensland's leading provider of relationship and family wellbeing services. Our purpose is to provide individuals and families with the tools and support they need to build happier, healthier lives. Through education, counselling, and community programs, we help people develop the...
-
Head of Operations and Growth
1 day ago
Brisbane, Australia C3 Talent Full timeASX Group - Growing at a rapid rate. - Structure and opportunity for succession. - Salary up to $150K + Super + Vehicle **About the Organisation** Our client is a highly regarded and industry-leading organization in the traffic control sector, dedicated to delivering exceptional services and maintaining the highest standards of client satisfaction. As they...
-
Head of Operational Excellence
3 days ago
Brisbane, Queensland, Australia beBeeOperations Full timeAbout UsAt Relationships Australia Queensland, we are proud to be Queensland's leading provider of relationship and family wellbeing services. Our purpose is to provide individuals and families with the tools and support they need to build happier, healthier lives. Through education, counseling, and community programs, we help people develop the skills and...
-
Head of Operations
1 week ago
Brisbane, Australia Davidson Group Services Full time**The Organisation** Our client is a global provider of childcare services. With an established national presence they have a directive for rapid expansion with the ultimate goal to become the largest in their sector in Australia. They are currently partnering with Davidson to recruit a Head of Operations for Enrolments. **The Role** - The Purpose of this...