Operations Manager - Roadside Assistance Contact Centre (Brisbane, QLD, AU, 4000)

Allianz
Brisbane
Workplace: OnsiteFull timeFunction: Business OperationsSkills: ["Coaching","Performance management","Leadership","Communication","Conflict resolution","Change leadership","Analytical problem-solving","Stakeholder management"]

Lead onshore and offshore contact centre operations for RSA and Mobility, driving performance and customer excellence across sales, service, and retention. Coach and develop Team Leaders, translate strategy into operational goals, and deliver results through active management routines. Own service delivery KPIs, quality, NPS, productivity, resourcing, and efficiency targets, while partnering on workforce planning and budget/cost control. Embed continuous improvement, and ensure WHS risk and compliance governance across day-to-day operations.

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FursaFursa
Allianz
Allianz
2 days ago

Operations Manager - Roadside Assistance Contact Centre (Brisbane, QLD, AU, 4000)

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead onshore and offshore contact centre operations for RSA and Mobility, driving performance and customer excellence across sales, service, and retention. Coach and develop Team Leaders, translate strategy into operational goals, and deliver results through active management routines. Own service delivery KPIs, quality, NPS, productivity, resourcing, and efficiency targets, while partnering on workforce planning and budget/cost control. Embed continuous improvement, and ensure WHS risk and compliance governance across day-to-day operations.
Location: Brisbane
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •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 in partnership with Workforce/Planning and senior leaders.
  • •Embed continuous improvement initiatives and ensure strong risk, compliance, and WHS governance across day-to-day operations.

Key Requirements

  • •Significant operational and people leadership experience in a multi-function contact centre.
  • •Strong capability in coaching, performance management, and developing leaders.
  • •Ability to interpret real-time telephony/WFM metrics and turn data into action.
  • •Solid financial acumen across budgeting, productivity, and cost management.
  • •Excellent communication skills to influence, train, present, and resolve conflict; change leadership and analytical problem-solving capability.
Experience:Contact centreInsuranceFinancial servicesAssistance services
Skills:CoachingPerformance managementLeadershipCommunicationConflict resolutionChange leadershipAnalytical problem-solvingStakeholder management
Tech Stack:MS Office

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn