Services Program Manager

The Company

Join a leading financial institution known for its innovation, customer-centric services, and commitment to excellence.

This role is pivotal in shaping the future of their services call centre, focusing on operational efficiency and exceptional quality outcomes.

The Opportunity

The Services Program Manager will oversee and drive initiatives aimed at enhancing the operational efficiency, quality, and regulatory compliance of the institution's services call centre.

This is a strategic and hands-on role requiring a dynamic leader who can execute projects with measurable impact while fostering a culture of continuous improvement.

Key Responsibilities

Operational Excellence

• Develop and implement operational strategies to improve call centre efficiency and productivity.


• Identify and resolve process bottlenecks, ensuring seamless service delivery.


• Introduce and monitor KPIs to measure success in operational performance.

Call Centre Quality & Efficiency

• Lead initiatives to improve call centre performance, ensuring adherence to quality standards.


• Collaborate with stakeholders to optimize workflows and improve customer experience.


• Conduct regular audits and reviews to maintain service excellence.

Data & Regulatory Management

• Oversee data-driven projects to ensure compliance with regulatory standards.


• Leverage analytics to identify trends and inform decision-making.


• Work closely with compliance teams to mitigate risks and adhere to policies.

Key Skills and Experience

• Proven experience in managing operational excellence programs within call centres or similar environments.


• Strong background in process optimization, efficiency improvements, and change management.


• Knowledge of data management and regulatory compliance in financial services is a plus.


• Exceptional leadership and communication skills, with the ability to engage and influence stakeholders at all levels.


• Proficient in data analytics tools and reporting systems.

Qualifications

• Bachelor's degree in Business, Operations Management, or a related field.


• Certifications in Lean, Six Sigma, or equivalent methodologies are highly desirable.

Work Environment

• Hybrid Model: 3 days in the Melbourne CBD office, 2 days remote.


• Collaborative, fast-paced environment with a focus on innovation and excellence.

Benefits

• Opportunity to work with a renowned financial institution.


• Potential for long-term extension (up to 4 years).


• Competitive daily rate contract.

Eligibility:

Applicants must have full working rights in Australia.

If you think this would be the ideal next role for you and you have the desired experience, then please click on the link below or send your resume directly to Nick at nchua@parityconsulting.com.au

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