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Select how often (in days) to receive an alert:Operational Performance ManagerDepartment: AR Contact CentreDivision: Australia RetailLocation: MelbourneAbout UsAt ANZ, we''re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleAs an Operational Performance Manager you will be responsible for driving excellence in customer experience by ensuring the efficient and effective delivery of systems and technology solutions across multiple regions. Leading a high-performing team across Australia and Manila, this role provides strategic oversight of the Customer Contact Centres (CCC) Operational Performance Delivery team, ensuring alignment with broader business objectives while fostering collaboration with ANZs technology teams.This role is critical in shaping the operational efficiency of the CCC by continuously auditing, monitoring, and optimising systems, ensuring the business remains at the forefront of technological advancements and operational best practices. The Performance Optimisation Manager owns and manages the CCCs Business Continuity Planning (BCP) obligations and is accountable for representing the contact centre in alignment with relevant risk and compliance frameworks. They also play a key role in optimising telephony platforms to support strategic objectives.Additionally, the role plays a pivotal role in responding to real-time operational outputs, making data-driven course corrections to improve performance. It serves as the key conduit into planning, forecasting, and recruitment frameworks within the CCC. Strong collaboration with the Australia and Manila CCC senior leadership teams is essential to provide guidance and support across all facets of operational processes and performance, ensuring the business meets and exceeds its performance targets.Role Type: PermanentRole Location: 833 Collins Street, Docklands VIC 3008Work Hours: Full-time, 40hrs/weekWhat will your day look like?Your key accountabilities will include:Leading the Operational Performance Delivery team with accountability for ensuring the seamless onboarding of technology profiles, responsiveness to high-impact incidents, telephony optimisation, and end-to-end management of technology changes that affect the Contact Centres operational performance.Developing and overseeing the execution of robust CCC centric plans to address high-severity incidents and planned outages, ensuring minimal disruption to customers, bankers, and the business.Serving as the primary point of contact for technology changes that impact the Contact Centre, collaborating closely with senior stakeholders across technology and business units to ensure changes align with broader CCC strategic goals and operational requirements.Taking ownership of technology requirements for BCP, ensuring that all systems and platforms are resilient with strategies to ensure impacts are managed effectively.What will you bring?To grow and be successful in this role, you will ideally bring the following:Ability to effectively influence and communicate with stakeholders at varying levels, from senior leaders to bankers.Proven ability to interpret and analyse complex data sets with a high level of accuracy and attention to detail.Strong experience in building, managing, and maintaining key relationships across diverse teams and regions.Ability to adapt quickly to changing business needs, manage high-pressure situations, and juggle multiple priorities.Comprehensive understanding of ANZs Contact Centre systems, processes, and policies.Demonstrated experience as a people leader with proven experience in developing talent.Experience in managing small to medium-sized applications, along with a proven track record of leading process improvement initiatives.Youre not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, wed love to hear from you.So why join us?From the moment you join ANZ, you''ll be doing meaningful work that will shape a world where people and communities thrive. We''re a diverse bunch at ANZ in different roles, different locations, doing different things. That''s why we have a range of flexible working arrangements, so our people can ''make work, work for them''. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.At ANZ, you''ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.To find out more about working at ANZ, visit anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 86997.Job Posting End Date #J-18808-Ljbffr