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National Operations Manager, Customer Service

Job Level:  Management

Brisbane, QLD, AU, 4000

Due Date:  29/7/22
Area of Expertise:  Customer Services & Claims
Unit:  Allianz Australia
Job Type:  Full-Time
Remote Job:  Remote working
Employment Type:  Permanent
ID:  9325

What will you be doing?


The National Operations Manager is accountable for leading the management and overall operational performance of an Allianz Partners Customer Service Team.  They will lead, coach and develop high performing teams to successfully achieve the Sales, Service and Retention goals of the organisation.


Strives for excellence at every touch point with the customer, collaborating with the Contact Centre's Senior Management Team to support continuous improvement initiatives that lead to greater efficiency and effectiveness. 


The National Operations Manager is responsible for ensuring the Team Leaders deliver a 70% Active Management approach and consistently carry out routines and behaviours as described in the People Leader Framework.  



Duties and responsibilities:


People Leadership

  • Translates corporate goals into clear team goals, ensuring a clear line of sight to lead and inspire the achievement of results.
  • Develops team capability to achieve individual goals and build high performance teams through Allianz People Attributes, and performance management and development framework.
  • Ensures clear ownership of agreed goals and holds self and others to account.
  • Continually support and assess Team leaders overall effectiveness in leadership and operational practices and the performance of their team.



  • Manage overall staff productivity to ensure FTE and all efficiency targets are achieved for Contact Centre Service Delivery functions.
  • Work directly with the General Manager, Assistance Operations to control and reduce overall expenses in accordance with budgets and plans.
  • Contribute to annual budget and costs
  • Demonstrates financial/commercial awareness in everyday activities


Risk & Compliance

  • Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.
  • Report and escalate risk and compliance related concerns, issues and failures to management.
  • Complete required risk management reviews and questionnaires within approved timeframes
  • Identify, document and communicate risk and compliance exposures including fraud and corruption in operational areas or departments
  • Integrate compliance obligations, risk assessment and the risk management process into business practices


Continuous Improvement

  • Identify opportunities for improvements and efficiency gains and feed these opportunities to Senior Manager Contact Centre Support and team.
  • Support and assist Improvement Analyst in embedding improvement initiatives within the Contact Centre.
  • Support of all relevant Contact Centre projects to ensure they are delivered on-time, on budget and to specified functionality delivering the required outcomes to improve operational performance.



What makes a successful National Operations Manager?

  • Demonstrated senior operational and people management experience within a multi-function contact centre.
  • A broad knowledge of the contact centre industry and current technology and management trends.
  • Insurance or Financial Services or Contact Centre Management experience
  • A proven commitment to, and thorough understanding of, the principles of customer service particularly applying to assistance/call centre/contact centre environment.
  • Well-developed liaison and communication skills and the capacity to negotiate and resolve conflict with clients, staff and management
  • Demonstrated presentation and training skills
  • Financial skills including budget monitoring, costing of products and services
  • Ability to apply statistical measures to work flows for resourcing, rostering, scheduling, and performance measurement.
  • Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities.