Head Of Service Centre

vor 2 Monaten

Central Coast, Österreich Tideri Jobbörse Vollzeit

Position Description - Head of Service Centre
About the role -
Create and lead a best practice service centre that is the first place our network goes for timely, trusted and accurate answers and issue resolution.

Your mission will involve developing and delivering a service transformation strategy that radically improves our broker service experience (speed, quality, satisfaction, holistic, scalability, one touch) and significantly reduces our cost to serve.
You will also be responsible for delivering short term/ continuous improvements in parallel to delivery on a longer term transformation strategy.

Key responsibilities -
Strategy and transformation
Develop and deliver a comprehensive and ambitious service centre transformation strategy that delivers a best practice, scalable, one stop service centre for all of our network.
Deliver on a roadmap of prioritised and sequenced change initiatives to deliver both short and long term outcomes.
Set and lead the team to deliver on a compelling vision for customer service excellence for the LMG Service centre.
Lead and cultivate a culture of service excellence/ customer focus.
Lead the team to deliver this vision and an outstanding customer service experience across all channels (phone, chat, email, self service), to all audiences (internal & external).
Lead the team to deliver on and improve on SLA's across all channels/ audiences.
Implement a premium service experience for our VIP businesses (Chairmans elite/ highest paying etc).
Ensure a clear capability development program is in place to drive improved capability and service across all touch points.
Drive proactive self service/ communication strategies to prevent inbound queries at a root cause level.
Continual process improvement
Continually identify and deliver on opportunities to improve our service experience and effectiveness.
Cultivate a continuous improvement mindset and outcomes through all aspects of the service centre operations and team.
Broker relationships
Lead the Service centre to be the LMG relationship owner and primary contact point for all DIY/ Inactive brokers.
Lead the service centre to conduct 'outbound' calling campaigns as required from time to time, to supplement our PM/ BSM teams (e.g., DNS changes, payroll tax, fee changes etc).
Business solutions/ problem solving
Implement feedback & learning loops that identify trends/ recurring issues and implement preventative strategies at root cause level to reduce future queries/ issues.
Create and share business intelligence with relevant stakeholders across the business and influence and drive change with stakeholders who may need to implement solutions to address trends you are identifying.
Regularly optimise the service centre operating model and team structure to ensure: We break down silos, reduce handoffs, and get queries to the right people/ solutions as quickly as possible.
End to end ownership of issues.
Delivery on changing needs and requirements of the business and our customers.
Utilisation of technology to enhance/ augment.
Utilisation of all team members' capacity and capability/ expertise.
Optimise the staffing mix between teams and onshore & offshore as required.
Ensure resourcing requirements are accurately forecast and in place to address peak periods and critical issues/ changes.
Technology and data transformation
Work with the CTO and CDAO to develop and execute a technology and data transformation program for the service centre - ensuring improved service outcomes, and reduced cost to serve.
Ensure queries are triaged and directed to the most suitable teams to respond in the easiest and quickest way possible.
Stakeholder relationships
Work with all stakeholders across the business to ensure the service centre remains up to date on all changes/ queries that could come and ensure plans are in place to respond appropriately.
Actively provide feedback to/ influence stakeholders across the business on trends/ business intelligence identified to ensure solutions are in place to address recurring issues/ queries.
Actively influence stakeholders to get outcomes you need to be successful for the team and/or to remove barriers.
Key relationships include but are not limited to distribution, technology, legal, commissions, finance, product, lender.
Team enablement
Develop and deliver a tech/ AI strategy that will automate and/or augment the human service experience, improving speed and efficiency of our service offerings and provide choice of service channel to our brokers.
Ensure we are utilising both existing and new technologies and data to optimise our service experience and team ways of working.
Business ownership for key technologies (IVR, telephony, ticketing/ work allocation, chatbot etc).
Ensure the team readily have available the information and tools they need to effectively service all queries.
Implement key measures of success, regular reporting and monitoring & drive accountability of the teams to improve on all key metrics.
Leadership
Lead & role model a Culture of One LMG, and our values across all the teams in the service centre.
Set the performance standards for the service centre and hold people to account.
Empower team leaders to lead their teams to deliver strong service outcomes across all metrics, actively lifting the leadership capability of your team.
Act as a key escalation point for the team, making critical business decisions as required.
Ensure regular upskilling/ cross-skilling & coaching of team is in place.
Ensure career pathing is in place within the service centre and to other teams across LMG.
Key KPIs:
Reduced cost to serve.
Improved speed of service - Achievement of/ reduction in SLAs across all channels/ types of queries (including reduction in unanswered calls/ emails etc).
Improved first touch resolutions/ min handoffs.
Improved quality/ customer satisfaction/ experience metrics e.g., NPS/ Voice of customer.
Reduction in queries to PMs/ BSMs.
Achievement of budget targets including - reduction in cost to serve.
Reduction in volume of queries (i.e., by preventing issues occurring).
Outcomes (not just effort/ inputs).
To succeed in this role you will bring:
Transformation experience - Ability to reimagine/ see new ways of doing things, not accepting of the status quo (the way things have always been done).
Ability to straddle both the big picture/long term with short term/ incremental.
Process/ continuous improvement mindset and experience (Kaizen/ lean six sigma an advantage).
Strong tech/ data literacy and experience implementing technology to deliver improved service outcomes.
Decision making and prioritisation.
Leader of leader experience.
Excellent stakeholder management & influencing and communication skills.
Whole of business mindset.
Experience leading change (process, technology, cultural).
Knowledge of LMG - our systems, offerings, network, ways of working etc.
Onshore/offshore experience - cross cultural leadership.
Ideally you will be Melbourne based (given location of majority of team).
#J-18808-Ljbffr

  • Head Of Service Centre

    vor 2 Wochen

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    Position Description - Head of Service Centre About the role Create and lead a best practice service centre that is the first place our network goes for timely, trusted and accurate answers and issue resolution.Your mission will involve developing and delivering a service transformation strategy that radically improves our broker service experience (speed,...

  • Head Of Philanthropy And Partnerships

    vor 3 Wochen

    Central Coast, Österreich The State Of Queensland Vollzeit

    As Head of Philanthropy and Partnerships you will lead a specialist team to develop, establish and deliver a forward-focused strategic fundraising plan in support of State Library's organisational priorities.Unleash your potential in a library of influence, where your passion for making a difference ensures everyone has access to a world of knowledge and...

  • Head Of Call Centre Productivity

    vor 1 Monat

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    Date: 11 Oct 2024Location: Mascot, NSW, AU, 2020Company: Winc AustraliaABOUT USWinc is a company that exists to inspire millions of people in Australia with new and better ways to work and learn.From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace...

  • Service Centre Supervisor

    vor 1 Monat

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    At TOMRA, we are all about Clean Loop Recycling!Our reverse vending technology enables the collection of used drink containers to ensure that containers have the best chance of being turned back into containers again.It is part of a continuous recycling process which we call Clean Loop Recycling, to ensure that fewer resources are used, less energy is...

  • Centre Manager

    vor 1 Monat

    Central Coast, Österreich Hadfield Early Learning Centre Vollzeit

    Hadfield Early Learning Centre – Hadfield VIC At Hadfield Early Learning Centre, we support every child to learn and grow at their own pace and in their own unique way.We have an amazing opportunity for a passionate Centre Manager to join our team and offer families a secure and safe environment where curiosity is encouraged, concepts are explored, and...

  • Head Of Professional Services

    vor 1 Tag

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    This job offer is not available in your country.Management (Information & Communication Technology) Full time With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world.And we're only getting started.The UKG Services team is a leading provider of workforce management (WFM) and human capital management...

  • Service Manager

    vor 1 Monat

    Central Coast, Österreich Cmv Truck Centre Vollzeit

    CMV Truck Centre, 100 Port Wakefield Road, Cavan, South Australia, Australia Req #391 Tuesday, 17 September 2024 About CMV Truck Centre CMV Truck Centre is a large on highway Truck Dealership based at Cavan in modern premises.Kenworth trucks have dominated the heavy duty truck market in Australia for many years and are the market leading brand.DAF is a...

  • Head Of Implementation And Lived Expertise

    vor 1 Tag

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    Head of Implementation and Lived Expertise As Australia's first Women's Trauma Recovery Centre (the 'Centre') offering long-term support to women who have experienced domestic family and sexual violence, we intend to continually refine and improve our services to ensure we are supporting women to live independent, secure lives with hope and optimism.As we...

  • Centre Manager

    vor 1 Monat

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    This is an exciting opportunity for a confident, warm and experienced Centre Manager to lead an exceeding 90-place service.Benefits include: Highly competitive base salary - well above award Opportunity to work for one of Australia/NZ's largest early childhood education organisations Generous and achievable performance-based incentives Head office to assist...

  • Head Of Care

    vor 3 Wochen

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    Head of Care (Clinical Manager) - Aged Care Superior Care Group is seeking an outstanding motivated aged care professional with leadership aspirations to lead the Care team at our recently accredited 94 place aged care service, Wellington Park Private Care, located at Wellington Point.This service provides high care and dementia care.Key responsibilities...

  • Head Of Marketing

    vor 1 Monat

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    We're looking for a visionary leader to take charge of our marketing and technical services in Australia and New Zealand!This is your chance to drive strategy, lead teams, and deliver impactful results across regional and global markets.If you're passionate about shaping the future in construction and innovation, this could be your next big opportunity!About...

  • Head Of Commercial

    vor 1 Tag

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    Head of Commercial Fast Growing, privately owned, Mining Services Business Location : Perth Eastern Suburbs, WA Full-time Permanent About the Company Hunter Manning is pleased to have been engaged exclusively with our client to bring this opportunity to the market.This well-established mining services business, with a national footprint, is headquartered...

  • National Head Of School Of Education

    vor 1 Monat

    Central Coast, Österreich The University Of Notre Dame Australia Vollzeit

    National Head of School of EducationSydney or Fremantle CampusFull-time opportunity, 5 year Fixed term contractBe part of a welcoming community of professionals, academics, and students.Provide strategic, cultural, and operational leadership.Supportive Staff and work environment.About the universityAs an Australian university embracing the best traditions of...

  • National Head Of School Of Education

    vor 1 Monat

    Central Coast, Österreich The University Of Notre Dame Australia Vollzeit

    National Head of School of Education Sydney or Fremantle Campus Full-time opportunity, 5 year Fixed term contract Be part of a welcoming community of professionals, academics, and students.Provide strategic, cultural, and operational leadership.Supportive Staff and work environment. About the university As an Australian university embracing the best...

  • Head Of Sales

    vor 4 Wochen

    Central Coast, Österreich Everhard Industries Vollzeit

    Everhard Industries Pty Ltd is seeking a driven and accomplished Head of Sales to execute the sales strategy and drive revenue growth.In this full-time role, you will work closely with stakeholders to align the sales strategy with the business objectives, including expanding market share.What you'll be doing Developing and implementing a comprehensive sales...

  • Head Of Growth

    vor 1 Monat

    Central Coast, Österreich Avant Mutual Group Vollzeit

    Avant is Australia's leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years.Avant now represents 80,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice...

  • Head Of Operations

    vor 1 Monat

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    General/Business Unit Manager (CEO & General Management) About Us:Alzheimer's WA (AWA) is the leading provider of dementia care services in Western Australia, with a team of approximately 270 staff.We operate from our central office in Subiaco and four support service homes located in Shenton Park, Woodvale, Mandurah and Albany.In the last financial year,...

  • Assistant Centre Manager

    Vor 5 Tagen

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    The Opportunity Are you looking to join a phenomenal team of exceptional, qualified Early Childhood professionals and be supported and encouraged to excel and further develop your Early Childhood career?Do you want to be valued and appreciated for your hard work?Great Beginnings Halls Head has an exciting opportunity for a passionate Assistant Centre Manager...

  • Industry & Training Manager Cit Electric Vehicle Tafe Centre Of Excellence

    Vor 3 Tagen

    Central Coast, Österreich Tideri Jobbörse Vollzeit

    Industry & Training Manager CIT Electric Vehicle TAFE Centre of Excellence Canberra Institute of Technology Details: Applications are invited to fill the position of Industry and Training Manager CIT Electric Vehicle TAFE Centre of Excellence Head of Department until December 2028.The Industry and Training Manager will, through quality leadership and...

  • Head Of Engineering

    vor 1 Monat

    Central Coast, Österreich Grow Inc. Vollzeit

    Whether you're working from home or on your way to the office, chances are you're probably reading this because you're seeking a new adventure, or you're up for a new challenge.GROW Inc might just be that for you!So, who is GROW Inc?Founded in 2016, we're the Australian FinTech success story you probably haven't heard about.We're solving big problems in the...