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• Drive operational excellence /Multi-site /c700FTE Contact Centre network
• Direct report to CEO /Drive cultural change
• Global powerhouse in consumer finance domain

This publicly listed services provider is a dominant force globally and in sectors of the Australian financial services landscape with deep pedigree in the provision of sophisticated and integrated service offerings, especially around credit risk, payments and debt services. Crucial to the group’s ongoing success and point of differentiation in this region will be the relevance, dynamism and integrity of their contact centre operations spanning 3 sites and c700FTE, all part of an impressive follow-the-sun global operation. Refusing to rest on their laurels, the CEO/Board are wishing to appoint a Chief Operating Officer who will challenge existing people/process/technology paradigms, ensuring their highly prized centre operations remain cutting-edge, international best practice and ‘match-fit’ for their aggressive growth agenda.

Reporting to the CEO, you will enjoy full strategic responsibility for the operational business units across this region, providing leadership and direction to your direct reports who include Department Heads and Group Managers. You will lead, guide and manage the various teams in pursuit of collective operational excellence in achieving and sustaining highest levels of client and customer satisfaction, navigating a complex contact centre-centric people/process/technology equation which includes in-house and outsourced components across predominantly financial services products and services subject to intense scrutiny and compliance protocols. Your remit extends from strategy development to the minutiae of agent coal face operational execution and includes extensive stakeholder management deliverables with units including operations support services, TQM & L&D.

A blue-ribbon appointment for individuals who profile with the following:

• A track record of high achievement and reputation for success in executive contact centre operations management on scale (c1000 FTE as a guide) spanning multi-site, in-house and/or BPO operational remits with some exposure to consumer finance;
• Strong knowledge of/street smarts around workforce optimisation, data management/analytics, intelligent process automation, capturing customer insights and the latest in consumer communication models;
• Genuine leadership attributes – your charisma, emotional intelligence, energy and professionalism create a highly charged, dynamic contact centre atmosphere which promotes positive agent engagement and industry best practice CSAT/NPS; and
• Highly evolved analytical, financial, presentation, business case production, influencing and conflict resolution skills.

To express interest in strict confidence, please click the button below, attaching a brief resume and covering letter quoting Ref. No. AAYD-585724 or call Greg Tanna or John Rogers on +61 2 8067 8331 for further information.

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