Operational Performance Manager

**Req ID**: 86997
**Department**: AR Contact Centre
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As an Operational Performance Manager you will be responsible for driving excellence in customer experience by ensuring the efficient and effective delivery of systems and technology solutions across multiple regions. Leading a high-performing team across Australia and Manila, this role provides strategic oversight of the Customer Contact Centre’s (CCC) Operational Performance Delivery team, ensuring alignment with broader business objectives while fostering collaboration with ANZ’s technology teams.
This role is critical in shaping the operational efficiency of the CCC by continuously auditing, monitoring, and optimising systems, ensuring the business remains at the forefront of technological advancements and operational best practices. The Performance Optimisation Manager owns and manages the CCC’s Business Continuity Planning (BCP) obligations and is accountable for representing the contact centre in alignment with relevant risk and compliance frameworks. They also play a key role in optimising telephony platforms to support strategic objectives.
Additionally, the role plays a pivotal role in responding to real-time operational outputs, making data-driven course corrections to improve performance. It serves as the key conduit into planning, forecasting, and recruitment frameworks within the CCC. Strong collaboration with the Australia and Manila CCC senior leadership teams is essential to provide guidance and support across all facets of operational processes and performance, ensuring the business meets and exceeds its performance targets
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Work Hours**: Full-time, 40hrs/week
What will your day look like?
**Your key accountabilities will include**:
Leading the Operational Performance Delivery team with accountability for ensuring the seamless onboarding of technology profiles, responsiveness to high-impact incidents, telephony optimisation, and end-to-end management of technology changes that affect the Contact Centre’s operational performance. You will ensure clear communication of strategies to manage system impacts, guiding teams on how and when they can mitigate risks posed by technology disruptions.
Developing and overseeing the execution of robust CCC centric plans to address high-severity incidents and planned outages, ensuring mínimal disruption to customers, bankers, and the business. You will implement proactive measures to streamline system support, optimising the use of ANZ Technology resources and cross-functional teams to ensure continuity. This includes the design and delivery of critical communication processes, such as telephony IVR message coordination during outages.
Serving as the primary point of contact for technology changes that impact the Contact Centre, you will have ownership of the approval process for such changes. You will collaborate closely with senior stakeholders across technology and business units to ensure changes align with broader CCC strategic goals and operational requirements.
Taking ownership of technology requirements for BCP, ensuring that all systems and platforms are resilient with strategies to ensure impacts are managed effectively. You will be responsible for regularly auditing these systems, identifying vulnerabilities, and driving continuous improvement to maintain BAU momentum across the business.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Ability to effectively influence and communicate with stakeholders at varying levels, from senior leaders to bankers, ensuring alignment and understanding across the business.
Proven ability to interpret and analyse complex data sets with a high level of accuracy and attention to detail. Strong capability to use data-driven insights for decision-making and performance improvements.
Strong experience in building, managing, and maintaining key relationships across diverse teams and regions, fostering collaboration and ensuring smooth delivery of technology and operational initiatives.
Ability to adapt quickly to changing business needs, manage high-pressure situations, and juggle multiple priorities while maintaining a focus on quality and timely delivery.
Comprehensive understanding of ANZ’s Contact Centre systems, processes, and policies, with the ability to drive optimization and improvement initiatives.
Demonstrated experience as a people leader with proven experience in d