GROUP MANAGER - EXECUTIVE OPERATIONS, OUTSOURCING SOLUTIONS
Melb base | $180,000 - $200,000 base + super + bonus opp
As Group Manager – Executive Operations you will be reporting directly to the Group Executive, Contact Centre Operations and have full accountability for operational performance and delivery, encompassing both sales and service activities.
Located in Melbourne or Brisbane (in Brisbane you will have 400-600 FTE & take over a well established Tier 1 accounts) or (in Melbourne you will have 200-400 FTE & a portfolio in growth). Either way, you will be leading through your Channel Managers (Contact Centre Managers) as you take full responsibility (that is both Strategic and Proactive Leadership) of the Operational Performance of your portfolio, ensuring best-in-class sales and service contact centre outsourced services are sustained.
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 two Tier 1 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
Frequent coaching and mentoring
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 (Contact Centre Managers) who are each leading a Team of Operations Managers, who inturn are each leading a team of Team Leaders who are then individually responsible for between 12-15 frontline consultants, beit sales or service in the delivery of bespoke solutions/services to your portfolio of clients.
Remaining close to the data to ensure you remain current with the end-to-end customer contact processes and CX, to better support cross company initiatives that drive improvements, improve efficiency and reduce complaints.
Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Actively participate in the establishment and maintenance of this organisations contracts with new and existing client
Deliver cost efficiencies and increased in Customer Satisfaction Scores.