group m.webp
 

GROUP MANAGER, OPERATIONS - OUTSOURCED SOLUTIONS

Melb based - $180,000 to $200,000 + super + bonus opp
Full Time

As Group Manager – Operations you will be reporting directly to the Group Executive, Contact Centre Operations and have full accountability for the operational performance and delivery of your approx. 120 fte sales and service teams.  Leading through your Channel Managers, you will be responsible for a portfolio of three key customers and the delivery to them of best-in-class sales and service contact centre outsourced services.   

Key responsibilities will include:

  • Managing your portfolio of clients relationships and operate as the customer advocate/VOC back into the business

  • Direct operational ownership and responsibility across all assigned programs of work including operational excellence

  • Commercial Ownership – with full financial accountability for each clients P&L (this portfolio has three clients)

  • Contract Management and customer Advocacy – operate as the lead point of contact for any escalation, develop customer advocacy and operational strategic initiatives

  • Operate as the Voice of the Customer (internal and external), championing/driving current and future change and improvements to continuously improve on the CX  

  • Employee engagement and development, including building and managing attrition plans

  • Development and execution of an effective operational plan, to deliver on organisational goals and channel related strategic outcomes

  • Managing the day-to-day performance of the teams, to deliver best in class services, including meeting or exceeding all KPIs and delivering within budget. 

  • Execution of continuous improvement programs

  • Setting the strategy for the development of both your services and your people

  • Lead, inspire and co-ordinate your leadership team who are collectively leading between 12-15 fte each in the delivery of bespoke solutions/services

  • Remaining close to the data to ensure you remain current with the end-to-end customer contact processes and CX.