Job Description

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24th September, 2026n

The Prospect

n A major Australian super fund is bringing member servicing in-house from its outsourced administrator. The contact centre has already moved across, and the next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations.
n You'll lead business delivery across the programme, working between technology, operations and member experience teams. You'll direct the BAs and keep a complex group of stakeholders aligned.

Key Responsibilities

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Lead end-to-end delivery of business workstreams across the insourcing and contact centre programme
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Direct a BA team through requirements, functional specs and business process definition
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Partner with member experience so processes, tooling and agent workflows measurably improve service
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Align product, technical PMs, architects, operations leaders and programme leadership
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Land AI in operations (conversational AI, agent-assist, workflow automation), from use case through to embedded process
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Coordinate business delivery with technical leads across AWS (Amazon Connect) and Microsoft Dynamics
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Support transition from the incumbent provider: operational readiness, UAT and cutover
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Own planning, RAID and reporting to programme governance
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About Youn
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Proven Business PM on contact centre or operational transformations in large organisations
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Robust grasp of contact centre operations and tech: agent desktop, omnichannel, CCaaS
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Working knowledge of contact centre AI and how to land it operationally, not just technically
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AWS and Dynamics delivery experience (Amazon Connect highly regarded)
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Track record leading BAs at programme scale
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Comfortable managing product, technology, experience and operations stakeholders at once
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Insourcing or administrator migration experience highly regarded
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Superannuation, wealth or financial services background strongly preferred
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📌 Project Manager Contact Centre Transformation Victoria
🏢 Desda Group
📍 Victoria