Contact Centre Manager

7 days ago

Greater Adelaide SA, Australia Suncorp Group Full time

**Permanent role**:

- **Lead and develop the capability of others through effective coaching, mentoring, professional development and performance management**:

- **Promote high brand affinity through your knowledge and actions relating to the customers and communities we serve.**:

- **Melbourne, Hobart, Adelaide of Perth location**

The purpose of the role is to achieve profitable growth of the Shannons brand through management of multi-channel interactions, leading teams in hybrid work environments across multiple sites.

Success will be achieved through delivering on our core objectives of Customer Obsession, Performance Edge and Risk Management. These disciplines must be underpinned by a business that is efficient & complies to safe practice through an enabled & resilient workforce.

This role is key in implementing Suncorp's strategic direction and delivering transformational change in a fast-paced environment.

**Key responsibilities include**:

- Drive sales and service excellence for the Shannons Consumer function as part of the Shannons Leadership team
- Lead the Ethos Productivity Program across the centre to ensure consistency and a culture of best practices for our business and customers
- Lead and enable a customer focussed, high performance culture with a balance between financials, customer and risk
- Drive change management practices with leadership team to ensure changes are embedded and benefit profile is achieved
- Lead and develop the capability of others through effective coaching, mentoring, professional development and strong performance management
- Embed a risk maturity, safety-first focus and accountable culture across teams.

**Skills & Experience**:

- 8+ years’ experience in related field
- At least 5 years’ experience in insurance or financial services or contact centre environment
- Proven record of achievement of leading large teams in a customer service business
- Demonstrated ability to use customer insights and commercial acumen to drive performance across financial, productivity, risk and people metrics.
- Strong leadership skills, including the ability to mentor and develop teams.

Employee benefits | Suncorp Group

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

**Advertised**: 22 Nov 2024 AUS Eastern Daylight Time
**Applications close**: 06 Dec 2024 AUS Eastern Daylight Time

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