Aegis Careers

Contact Centre Manager - Banking and Finance

Apply now Job no: 974157
Work type: Permanent
Location: VIC Metro - CBD
Categories: Managers & Senior Managers

• Partner with a Big Four Banking and Financial Institute
• Exciting opportunity to make your mark in a global business process outsourcing company
• Melbourne CBD Location, close to public transport

About Startek-Aegis
Startek & Aegis is a global outsourcing and technology services company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. The combined entity has operations in 61 locations across 13 countries with more than 50,000 employees. The company services over 150 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities.

About the role and responsibilities
Reporting to our Head of Operations, you will be responsible for guiding the contact centre management to meet contractual and company objectives. You will coach and lead our Operations Managers and Team Leaders to ensure business objectives are met, and the highest level of customer service is achieved and maintained within the call centre.

You will work very closely with our client Managers based on-site and off-site and partner with a big four Banking and Financial Institute representing multiple brands within the group.

Our centre is based in Melbourne CBD but some interstate travel will be required to attend client meetings and workshops.    

In this role you will be required to, but not limited to:
• Client management and relationship development to ensure an understanding of their business needs and key drivers and proactively facilitate the resolution of any challenges.
• Accountability to operational performance, both internal and external.  This will include financial performance, understanding of key drivers, change management capability and proven experience in driving a high performance culture.
• Development and ownership of continuous improvement plans and lead change management to both internal and client driven processes.
• Translate and communicate business objectives, policies and directives to the Operational team.
• Coach and mentor team with view to operational performance success and career progression including succession planning.
• Monitor and improve the effectiveness of the centre's operating systems and procedures and ensure all standards are best practice.
• High level management and responsibility of operational performance – including deep understanding of call centre metrics, levers and drivers of operational excellence. 
• Conduct performance reviews and feedback.
• Create and manage budgets and performance budget, including identifying exceptions, reporting and internal stakeholder communication.
• Accountability of the resource planning function, in line with client requirements - support and assist with recruitment and training.

To be considered for this opportunity, you will ideally possess:
• Management experience leading a large contact centre service operation, preferably from within the Banking, Financial Services and Insurance industry.
• An Advanced Diploma in Financial Planning or a Diploma or above qualification in Finance or a Finance related industry.
• Highly regarded client relationship management experience.
• Demonstrated leadership abilities, self-motivation and resilience.
• A strong coaching philosophy with a proven track record in delivering improved performance through coaching and optimization.
• Excellent communication skills, both written and verbal.
• Exceptional ability to drive a high performing culture, including change management process.
• Focus and skills in optimisation and innovation within the contact centre environment.
• High level organizational skills with demonstrated ability in improving processes and functionality.
• An ability to engage and maintain relationships with internal and external key stakeholders to influence positive business outcomes.
• Strong commercial acumen and financial understanding to create budgets and deliver to contractual targets.
• A solid understanding of voice technology including implementation, maintenance and development of queue structures.

In return, we will offer the successful candidate:
You will work with other like-minded, motivated and skilled experts.  We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

This is an amazing opportunity for you to really make your mark with a global organization and partner with a big four Banking and Financial institute. On offer to the successful candidate is a highly attractive salary package and the opportunity to be professionally developed by Leaders who are renowned as the best in the industry.

The successful applicant will be required to complete a criminal check, an Australian Securities and Investment Commission check and an Insolvency check (which we will conduct) and all offers of employment will be made pending the successful outcome of these checks.

How do you join our team?
It’s easy, apply today!!

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Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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