Contact Centre Operations Stream Lead – General Insurance

Outsized; Sydney; Hybrid; AUD 221,000 - 443,000; Part time

Job summary

Outsized seeks a senior contact centre executive to lead the operational excellence stream within a three-month consulting engagement in Sydney. The role involves driving performance improvements across sales and service, engaging senior stakeholders, and coordinating with the wider delivery team to ensure alignment with project goals.

The position requires a proven track record in contact centre operations for general insurance, with the ability to travel between Sydney and New Zealand as

Qualifications

• Senior executive-level contact centre leadership experience in general insurance.
• Experience across both sales and service contact centre environments.
• Proven ability to lead a workstream and engage senior stakeholders.
• Availability from mid-November for 3-5 days per week, with the ability to travel between Sydney and New Zealand.

Responsibilities

• Lead the contact centre operations and operational excellence stream as part of the delivery team, reporting to the engagement Partner
• Assess current contact centre operations and performance across sales and service to identify improvement opportunities
• Develop and deliver recommendations to improve operational efficiency, performance and customer outcomes
• Plan and manage the stream’s activities, deliverables and timelines
• Engage senior client stakeholders and build trusted working relationships
• Collaborate with the wider delivery team to keep the stream aligned with overall project objectives
• Provide regular progress reporting and manage stream-level risks and issues

Skills

Operational Excellence

Call Center Management

Customer Service Operations

Operational Improvement

Stakeholder Engagement

Job description

Experience Senior (11-15 years) | Expert (15+ years)

Duration 3 Months

Consulting - Insurance

Hybrid

Sydney, Australia

Required Skills Operational Excellence Call Center Management Customer Service Operations Operational Improvement Stakeholder Engagement

Project Overview

Our client is seeking an experienced senior contact centre executive to join their delivery team. The consultant will be the stream lead for contact centre operations and operational excellence, reporting to the engagement Partner.

The consultant will bring senior contact centre expertise to the engagement. They will lead the stream’s work and collaborate closely with the wider delivery team and client stakeholders to improve operational performance.

The engagement is expected to start in mid-November for an initial three months, with a high likelihood of extension as the project evolves. The role is 3–5 days per week. The consultant can be based in Sydney with some travel to New Zealand, or in New Zealand with some travel to Sydney.

Key Responsibilities

• Lead the contact centre operations and operational excellence stream as part of the delivery team, reporting to the engagement Partner
• Assess current contact centre operations and performance across sales and service to identify improvement opportunities
• Develop and deliver recommendations to improve operational efficiency, performance and customer outcomes
• Plan and manage the stream’s activities, deliverables and timelines
• Engage senior client stakeholders and build trusted working relationships
• Collaborate with the wider delivery team to keep the stream aligned with overall project objectives
• Provide regular progress reporting and manage stream-level risks and issues

Your Background

• Senior executive-level contact centre leadership experience in general insurance, across motor, home and other GI lines
• Experience across both sales and service contact centre environments
• A strong track record in contact centre operations and operational excellence
• Proven ability to lead a workstream and engage senior stakeholders
• Availability from mid-November for 3-5 days per week, with the ability to travel between Sydney and New Zealand