Job Title

Add expected salary to your profile for insights.As the Senior Manager Digital Communications, you will lead, coach, and develop a large team of Digital Consultants and Team Leaders to engage in high-quality written customer communication through web chat, email, and social media. This role can be based at our North Lakes or Sunshine Coast location, with some weekly travel between locations.This is a fixed-term role, available for 12 months from June 2025.You will:Contribute to and support the development of the Departments strategic and operational objectives.Lead the optimisation and continual improvement of digital communications through the Genesys Cloud platform.Lead, motivate, and inspire a large team of Digital Communications Professionals to deliver exceptional customer service, fostering a culture of high performance and integrity.Develop and implement effective coaching and training programs to enhance the skills of Team Leaders and Digital Communications Consultants.Support the Leadership Team to ensure Digital Communications Teams meet KPIs, analyze performance data, and identify areas for process or system improvements.Identify and nurture talent within the team, providing growth opportunities.Contribute to planning and implementing contact centre strategies, monitor system performance, and apply ongoing improvements to ensure best practices.Enhance contact centre operations through issue resolution, action planning, performance analysis, and continuous system and process improvements.Knowledge and Experience:Proven experience in leading, coaching, mentoring, and managing high-performing contact centre teams.Experience with Genesys Cloud highly regarded.Ability to make informed decisions supporting operational needs.Understanding of the general insurance industry, including product knowledge, digital communication processes, customer service best practices, and compliance obligations in the Financial Services Regulatory environment.Strong conceptual, analytical, and problem-solving skills with the ability to develop innovative solutions.Location North Lakes: Based at our North Lakes office, close to retail outlets, restaurants, and amenities. Kawana: Based at our Kawana office, near the beach and local amenities. This is an on-site role.Benefits include recognition of high performance through bonuses, flexible leave options, professional development opportunities, community engagement programs, and wellbeing support.How do your skills match this job?How do your skills match this job?Sign in and update your profile to get insights.Insurance & Superannuation, 1,001-5,000 employeesAuto & General (A&G) is Australia''s fastest-growing major Motor and Home insurer, offering a range of insurance products and solutions through brands like Budget Direct, ING, Qantas, and Virgin Money.Our products protect customers valued possessions on the road, at home, and during travel, including Car, Motorcycle, Home, Contents, Pet, and Travel Insurance, as well as Roadside Assistance.To help investigate, include any relevant details if you reported this ad as fraudulent, misleading, or discriminatory.Research careers and find tips on career advice. #J-18808-Ljbffr