Product Manager

Product Manager, Contact Centre and Telephony Services
- AU & NZ

**READY FOR ANYTHING**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a 'ready for anything' mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**The Role**

The purpose and unique contribution of your role is to ensure that our contact centre technologies are operated effectively and efficiently to ensure the availability of our business services in Australia and New Zealand.

For your role to make a difference, you will ensure that we have the correct people, processes and technology in place to ensure that our contact centre technologies are able to function continuously.

You will also have the opportunity to develop your capabilities and skills so that they can be utilised more broadly within Technology and IAG.

**Key Responsibilities**
- Enable teams to activate end to end digital experiences for customers, colleagues and partners, that are more secure, robust and scalable than ever before, and deliver them with lightning speed
- Bring thought leadership in your field of expertise to support the planning and execution of Technology’s strategic priorities, contemporary operating model and business plan
- Contribute to both Technology and IAG performance with insights, collaborative input and expertise that promotes value creation, innovation, managed risk, and improved performance
- Continue to develop and plan for future growth, enabling enterprise programs and managing products and services across the entire IAG estate.
- Demonstrate the IAG purpose and provide leadership to staff and partners that enables, promotes and demands IAG behaviours at all times
- Ensure a workplace of safety and wellbeing for our people
- Contribute to your team’s performance by taking on broader accountabilities that reflect your capabilities, skills and development goals to contribute to your squad’s success.

**Skills & Experience**
- IT Service Level Agreements (Level 3)
- Works with multiple classes of service support agreements.
- Discusses major features, functions and facilities of each type of service class.
- Communicates key benefits and challenges of each type of service class and associated SLAs.
- Monitors and investigates operational issues; coordinates the implementation of improvements.
- Participates in designing service classes, associated pricing and best practices.
- Evaluates multi-service agreements and the inter-dependencies of different service offerings.
- IT Service Financial Management (Level 3)
- Monitors financial management processes and procedures for multiple IT services.
- Interprets how to approach IT budgeting, accounting and chargeback.
- Develops and implements processes designed to collect service costs.
- Analyses and presents pros and cons as well as types of chargeback for IT services.
- Promotes alternative approaches to assigning IT Service costs.
- Leads the design and implementation of chargeback, units of measure, and product cost.
- IT Incident Management (Level 4)
- Is experienced with organising and managing an incident support function
- Leads the selection, implementation, and effective utilisation of event management systems.
- Defines best practices for handling critical incidents and defining strategy for recovery.
- Leads major incident resolution; coordinates across functions, mobilises resources and communicates.
- Defines and monitors measures of effectiveness of incident handling.
- Quantifies and communicates impact of incidents on the business.
- Risk Management (Level 2)
- Implements or manages risk management for own area.
- Documents the key steps of a unit-specific risk management process and associated procedures.
- Identifies common technology, security, or financial risks relevant to own function or unit.
- Evaluates risk assessment models and techniques relevant to a specific line of business.
- Produces and interprets common risk assessment and management reports.
- Team Management (Level 2)
- Manages a team to the successful completion of a project or task.
- Facilitates discussion of team goals, roles, needs, and responsibilities.
- Leads team meetings to review progress and performance, ensuring follow-up on previous decisions.
- Recognises the contribution of each and every team member publicly.
- Participates in defining the ground rules for individual and team responsibilities.

**Ready for Anything? We would love the opportunity to learn more about you