Operations Manager - First Contact
Let's talk about ME We're not like other banks. ME was created by the industry super funds to be different from the pack - and we're passionate about staying that way as we head into an exciting and progressive future. We are building a bank, a company and a brand that we can be proud of - but to achieve that, we need the best people.
To help ME get there, you'll challenge the status quo and share extraordinary ideas - and our size guarantees you'll have the opportunity, support and environment to be heard. ME's core purpose is helping all Australians get ahead - no conditions, asterisks or exceptions. We believe everyone deserves the same opportunities in life, regardless of gender or identity, sexuality, ethnicity or religion.
This is why we're so committed to an equal opportunity workplace - because we know our success won't come from focusing on similarities, but by embracing and celebrating our diversity. A little bit about the ROLE As part of our Service Excellence (SX) Leadership Team, the Operations Manager - First Contact oversees a team of over 60 customer facing employees who have a direct impact and influence on customer satisfaction and retention. The primary purpose of these teams is to service our customers via voice, email and chat channels as well as managing post origination activities for our deposits customers.
Thus, your key focus will be on building high performance and operational excellence through regular planning, coaching and feedback sessions. Working collaboratively across the SX function, you will be tasked with ensuring efficiency and optimisation targets are met, driving excellence in customer service and service level delivery. More broadly, you will provide thought leadership through maintaining and sharing market and industry insights that inspire the business to be an industry leading customer centric function.
You will also have full responsibility for the management of bulk recruitment intakes, at least 4 times per annum. This will include recruitment planning and the management of third party provider relationships. Let's talk about YOU You are an aspirational leader - a mentor and a coach who thrives when challenged.
With a track record in strong Operational Management in a contact centre environment, you work to a continuous improvement agenda, always seeking ways to optimise efficiency. You have the gravitas to engage at all levels and are skilled at balancing customer, business and operational demands. The management of risk and compliance has been part of your remit and you've been directly responsible for uplifting operational execution capability in matrixed environments.
Naturally, you'll have extensive experience in driving recruitment campaigns, from recruitment planning through to on-boarding. About the PERKS At ME, we believe that work should be a place that you can make the most of - and these are just some of the many reasons why people love it here: Popular culture - that's not a claim, we'v....