About Us

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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

An Operational Performance Lead is accountable to build a culture of excellence and drive the continuous uplift in operational effectiveness across our contact centres (CCC). Working closely with the Contact Centre leadership team and the workforce optimisation team, the role is accountable to effectively plan and course correct activity to drive improved customer experiences both real time and throughout the planning phase. The role requires strong collaboration across the Australian and Manila CCC staff to provide guidance and support in all facets of operational process and performance, striving to reach and outperform business targets.

What will your day look like?

This is the WHAT the role is accountable for doing. List key things that this role is primarily accountable or responsible for delivering. These should link to how performance will be measured and ensure the role is successful in its purpose. 

As an Operational Performance Lead, you are accountable to:

•    Produce and analyse data and insights to identify opportunities to improve speed, quality, effectiveness and customer experience.
•    Drive accountability and clear consequence management to outperform agreed business plans and targets in productivity
•    Deliver customer focused operational support to the contact centre
•    Provide change management assistance and implementation planning to balance customer and people impacts.
•    Drive Contact Centre Business excellence program and productivity agenda
•    Drive a performance culture - Build the engagement and business acumen of the LT to improve customer experience
•    Provide continuos review and improvements of business practices and processes to ensure maximum effectiveness and contribution of contact centre capability

What will you bring?

‘Must have’ knowledge, skills, and experiences which are critical and fundamental KSEs to perform the role.
•    Proven experience (5 years +) in large Contact Centre management, in an operational/managerial role
•    Ability to solve strategic problems by analysing data and inputs from multiple sources, providing recommendations for improvement, and leading the operational execution of business outcomes
•    Creative, forward thinking with an understanding of best practice in contact centre solutions and operations
•    Demonstrated ability to develop programs to improve business, quality and operational performance
•    Excellent communication, stakeholder management and influencing skills
•    A self-starter with a strong ability to collaborate optimally and navigate a team through change.

‘Good to have’ knowledge, skills and experiences are considered advantageous KSEs to perform the role. 
•    Bachelor’s degree 
•    Ability to multitask and work in a fast-paced environment
•    Good negotiation skills
•    Proficient in MS Office Applications

Capabilities
•    Ability to analyse performance data and identify trends
•    Proficiency in conducting thorough reviews and assessments
•    Experience working with recruitment and facilitation teams
•    Ability to build strong working relationships across departments and capability to provide support to a large team of employees
•    Skill in ensuring consistent communication and assistance

Qualifications
•    Excellent analytical and problem-solving skills
•    Ability to work independently and under pressure to meet requirements and objectives
•    Strong organizational and time management skills
•    Strong interpersonal and communication skills both verbal and written communication 

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 85313.

Job Posting End Date

31/01/2025 , 11.59pm, (Melbourne Australia)