Senior Manager Contact Centre Transformation
About the job
This job is about leading the transformation of CommSec's contact centre, ensuring that customer support evolves to meet the needs of clients. By overseeing critical operational changes, you will play a vital role in enhancing customer service and ensuring that processes remain effective and compliant. The team thrives on collaboration, innovation, and a commitment to delivering exceptional service.
You'll be responsible for
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Coordinating transformation streams
Holding operational accountability for end-to-end program coordination across all contact centre transformation streams.š”ļø
Managing risks and issues
Owning consolidated views of milestones, risks, issues, dependencies and decisions.ā
Ensuring business readiness
Being operationally accountable for business readiness and implementation oversight, ensuring changes are delivered safely and at scale.Key criteria
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Experience in contact centre transformation
Proven experience managing large-scale contact centre transformation programs.View
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Program governance and risk management skills
Strong capability in overseeing governance, risks, and issues.View
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Coordination of technology change streams
Experience coordinating multiple technology and process change initiatives.View
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