Consultant Gig #1023 SYDNEY–Fintech–Contact Centre Operational Specialist

Our client (a fintech lending business) is seeking an experienced Contact Centre Expert/Acquisitions Operations Specialist to support a comprehensive business process re‑engineering initiative.

The role will focus particularly on deep‑diving into the Customer Service/Acquisitions functions, which operate closely together. Acquisitions undertake the initial manual review of applications (where auto‑triage has failed) and manage customer follow‑ups for documents and information. The specialist will work collaboratively with client team members from CS/Acquisitions and operational support to identify and implement process improvements.

Ideal candidates have considerable hands‑on experience in contact centre operations, customer service management and acquisition/onboarding processes, with a proven track record of delivering pragmatic process improvements and productivity enhancements. They combine operational expertise with analytical rigor and have a reputation for getting things done.

Key Focus Areas

- Process baselines – including process mapping and defining metrics, including inputs and outputs
- Process analysis and review, including activities, drivers and FTE allocation
- Identification of improvement opportunities (using lean/BPR thinking to assess opportunities for process efficiency and effectiveness enhancement such as removal of waste, elimination of unnecessary process steps, policy change, structure change and flattening)
- Preparation of a high‑level plan to capture opportunities

Key Deliverables (for CS/Acquisitions)





- Process baselines, including mapping, analysis and review
- Key opportunities (list and prioritisation)
- Implementation plan (including considerations, benefits target)

Skills and Experience Required

- Hands‑on experience in customer service/contact centre operations and acquisition/onboarding processes with proven track record as an experienced 'gun' who absolutely knows and understands contact centres, operations management, metrics, and tricks of the trade
- Experience with metrics and performance management and process improvement in operational environments
- Pragmatic delivery focus – demonstrated ability to deliver tangible operational improvements, not just recommendations
- Self‑starter, problem solver – someone who will be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions
- Process Mapping, Excel and PowerPoint
- Financial services (preferred not required)

Logistics

Start date & Duration: Immediate 11 March 2026, with an expectation of 3‑Weeks+

Location: Sydney (client site‑based)

Daily Net Rates: The rate will be commensurate with seniority and experience and is to be negotiated

Application Close date: Immediate responses welcome, please reply by Thursday, 26 February 2026, at 5 pm (AEDT)

Other Key Information

Members of ICG only – applicants must be members of ICG or be a client affiliate.

Resumes must be submitted by close of business on the application closing date listed above. All resumes will be reviewed and the top three candidates will be shortlisted for the client.

📌 Consultant Gig #1023 Sydney-Fintech-Contact Centre Operational Specialist
🏢 Internal Consulting Group
📍 Sydney