24th September, 2026

The Prospect

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.
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
Lead end-to-end delivery of business workstreams across the insourcing and contact centre programme
Direct a BA team through requirements, functional specs and business process definition
Partner with member experience so processes, tooling and agent workflows measurably improve service
Align product, technical PMs, architects, operations leaders and programme leadership
Land AI in operations (conversational AI, agent-assist, workflow automation), from use case through to embedded process




Coordinate business delivery with technical leads across AWS (Amazon Connect) and Microsoft Dynamics
Support transition from the incumbent provider: operational readiness, UAT and cutover
Own planning, RAID and reporting to programme governance

About You
Proven Business PM on contact centre or operational transformations in large organisations
Robust grasp of contact centre operations and tech: agent desktop, omnichannel, CCaaS
Working knowledge of contact centre AI and how to land it operationally, not just technically
AWS and Dynamics delivery experience (Amazon Connect highly regarded)
Track record leading BAs at programme scale
Comfortable managing product, technology, experience and operations stakeholders at once
Insourcing or administrator migration experience highly regarded
Superannuation, wealth or financial services background strongly preferred

📌 Project Manager — Contact Centre Transformation Melbourne (Australia)
🏢 Desda Group
📍 Australia