Job Description
Operations Manager – Roadside Assistance & Mobility
Brisbane | Lead onshore & offshore contact centre teams | Drive performance & customer excellence
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.
What you'll be doing
Lead and develop Team Leaders and teams (onshore and offshore) to deliver high performance outcomes
Translate strategy into clear operational goals and deliver results through strong routines and leadership behaviours
Drive service delivery excellence across key KPIs, quality measures, and customer metrics (including NPS)
Manage productivity, resourcing and efficiency targets, partnering with Workforce/Planning and senior leaders
Support budget delivery, cost control and commercial decision-making
Identify, shape and embed continuous improvement initiatives and operational projects
Ensure strong risk,
compliance and WHS governance is embedded across day-to-day operations
Build solid stakeholder relationships and communicate performance insights effectively
What you'll bring
Significant operational and people leadership experience in a multi-function contact centre
Strong capability in coaching, performance management and developing leaders
Confidence interpreting real-time telephony/WFM metrics and turning data into action
Solid financial acumen (budgeting, productivity and cost management)
Excellent communication skills (able to influence, train, present and resolve conflict)
Change leadership capability and strong analytical problem-solving
Proficiency in MS Office
Insurance/financial/Assistanceservices experience (highly regarded)
Business qualification (preferred)
What we offer
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.
***** | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent