Job Description

Operations Manager – Roadside Assistance & Mobility

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Brisbane | Lead onshore & offshore contact centre teams | Drive performance & customer excellence

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Allianz Partners is looking for an experienced Platform Operations Manager to lead operational performance across our Contact Centre environment supporting RSA and Mobility. This is a senior people leadership role where you'll coach and develop high-performing leaders, embed active management routines, and deliver commercial and customer outcomes across sales, service and retention.

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What you'll be doing

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- Lead and develop Team Leaders and teams (onshore and offshore) to deliver high performance outcomes
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- Translate strategy into clear operational goals and deliver results through strong routines and leadership behaviours
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- Drive service delivery excellence across key KPIs, quality measures, and customer metrics (including NPS)
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- Manage productivity, resourcing and efficiency targets, partnering with Workforce/Planning and senior leaders
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- Support budget delivery, cost control and commercial decision-making
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- Identify, shape and embed continuous improvement initiatives and operational projects
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- Ensure solid risk, compliance and WHS governance is embedded across day-to-day operations
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- Build strong stakeholder relationships and communicate performance insights effectively
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What you'll bring

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- Significant operational and people leadership experience in a multi-function contact centre
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- Strong capability in coaching, performance management and developing leaders
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- Confidence interpreting real-time telephony/WFM metrics and turning data into action
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- Solid financial acumen (budgeting, productivity and cost management)
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- Excellent communication skills (able to influence, train, present and resolve conflict)
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- Change leadership capability and strong analytical problem-solving
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- Proficiency in MS Office
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- Insurance/financial/Assistance services experience (highly regarded)
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- Business qualification (preferred)
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What we offer

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At Allianz Partners, you'll be part of a global organisation where development and career mobility are genuinely supported. We offer a range of learning pathways, targeted development programs, and wellbeing initiatives to help you thrive—professionally and personally.

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91268 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

📌 Operations Manager - Roadside Assistance Contact Centre (Queensland)
🏢 Allianz
📍 Queensland