Operational Performance Manager

**Req ID**: 93364
**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 provide leadership and oversight of the Customer Contact Centre's (CCC's) Operational Performance Delivery team, ensuring the efficient and fit for purpose delivery of systems and technology solutions that drive excellence in customer experience across multiple regions. The role leads a high-performing team across Australia and Manila, with accountability for aligning operational performance with broader business objectives, while fostering collaboration with cross-functional teams across ANZ's technology teams.
Your role is critical in shaping the direction for the contact centre's operational efficiency by continuously auditing, monitoring, and optimising systems, ensuring the business remains at the forefront of technology changes and operational excellence. It also plays a key role in optimising our telephony IVR's to ensure alignment towards our strategic objectives.
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 responsibilities 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:
Extensive experience in a leadership role overseeing operational performance within a complex, multi-region contact centre environment. A proven track record of managing teams across different geographies and successfully driving operational efficiencies through technology.
Experience in managing and optimising contact centre technologies, including telephony systems, telephony IVR platforms, and performance monitoring tools. Must demonstrate expertise in overseeing the full lifecycle of technology implementations, upgrades, and changes with a focus on improving business outcomes.
Demonstrated experience in leading high-severity incident responses and managing technology-driven outages. Must have successfully developed and executed contingency plans to mitigate operational risks and ensure business continuity during technology disruptions.
Strong experience in managing relationships with senior stakeholders across business and technology teams. Must have a background in leading change management initiatives, especially related to technology changes impacting large-scale operations, and effectively communicating these changes.
Proven experience in leading technology-driven change initiatives within a contact centre environment, ensuring smooth transitions and mínimal operational disruption.
Experience in handling high-severity incidents and developing contingency plans to minimise operational impact and maintain business continuity.
You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love