Senior Manager - Operational Management Centre

This newly created role is a member of the Assisted Channel (AC) Contact Centre Management Team and responsible for day-to-day operational management capabilities and control activities to drive effective and efficient operations. Together with the wider AC domain, the role holds co-responsibility for customer satisfaction and organisational performance results.

The Senior Manager, Operational Management will lead the team in the optimisation of operational capacity planning and ensure an effective environment in which all risk requirements are met. In addition, ownership is taken for agent recruitment, learning & employee communication. The primary responsibilities include:

This role is a permanent opportunity based in Wyong or Sydney.

What you’ll do

• Lead, develop and support a team of Workforce Management SME’s and provide real-time analysis, insight and direction on operational performance and resourcing
• Devise long term capacity plan models to proactively identify labour and skill requirements to ensure the business is appropriately resourced to meet operational objectives
• Establish and maintain cross-functional relationships across ING to ensure internal stakeholders are aware of their influence on customer experience and operational performance across AC
• Channel stakeholder/liaison & pre-go-to market readiness with business stakeholders to support marketing campaigns/promotions, change initiatives, new products/features, process improvements, rate change and remediation activity
• Ensure recruitment and training planning align to the capacity plan and partner with the Talent Acquisition teams to ensure quality recruitment and early tenure retention for the Contact Centre
• Foster a culture of continuous improvement within the team, ensuring they partner with team leaders and stakeholders to drive improved performance

What we’re looking for

• Relevant qualifications in a relevant discipline including proven understanding of Contact Centre Management theory
• Strong prior experience in a leadership capacity in a Contact Centre environment including supporting operational capabilities
• Strong MS Office skills including Excel, Word, PowerPoint
• Strong written and oral communication skills with the ability to present
• Understanding of routing & deflection technology & Contact Centre Systems
• Stakeholder management and influencing skills across a range of levels of senior management

What’s in it for you

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• Hybrid working arrangements with our FlexING Policy
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace. 

Sound like the kind of place you’d feel at home? We’d love to hear from you.

Need more?

Contact Sabrina Huynh on sabrina.huynh@ing.com 

Applications close on Friday, 6th December.

Still in two minds?

At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.

#LI-DNI