Contact Centre Transformation Lead | SA - Adelaide

Job reference number: ALL/1276738E

When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.

We are looking for a Contact Centre Transformation Lead to join an Award Winning Contact Centre team based in the heart of Adelaide for a full time, fixed term contract until 31st January 2018.

As the Transformation Lead you will be required to work across multiple business areas and identify and deliver synergies that provide the right customer and business outcomes in line with current business strategy. With a strong blend of process, technology and operational change skills, you will understand business objectives and generate clear and concise deliverables. In addition, you will also be responsible for working with cross functional business stakeholders to define, evaluate and manage the implementation of solutions to enhance efficiency and effectiveness of customer service communication systems and processes.

Key responsibilities in this role include:

  • Leading key initiatives / transformation projects, based predominantly  in the Contact Centre
  • Implement efficient processes to improve customer experience, performance and engagement
  • Updating project documentation, including project plans and risk and issue logs
  • Ensure that all stakeholders  are engaged and contributing effectively to each project
  • Present all plans, updates and  business impacts  to key stakeholders
  • Monitor the progress of each project to ensure that it is delivered on time and meets stakeholder expectations
  • Conduct diagnosis of current business processes and operations to identify issues, opportunity for improvement and solutions.
  • Develop, build and grow strong stakeholder relationships including Senior Management

Your skills and experience will include:

  • Extensive, demonstrable  experience in driving significant operational change and transformation programs
  • Relevant experience in transformation and change
  • Passion for improving Customer Experience and employee engagement
  • Desire to deliver improvement while enhancing the culture within Contact Centres
  • Strong analytical and strategic thinking capability
  • Demonstrated Stakeholder management, communication, resilience and influencing ability
  • Lean /COPC accreditation or experience would be highly regarded

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