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About the Role

Accountable for delivering strategic initiatives, transformation programs, regulatory commitments, and roadmap enhancements across IAG’s Contact Centre Technology portfolio. Lead multiple multidisciplinary squads of engineers, business analysts, and test and change specialists, working with various stakeholders to deliver safely, predictably, and at pace.

Responsibilities

Lead execution of the Contact Centre Technology roadmap, turning strategic priorities and product roadmaps into executable delivery plans.
Maintain integrated delivery plans and release schedules covering transformation programs, regulatory commitments, technical debt and continuous improvement.
Manage the delivery portfolio and prioritisation to maximise business value and resource utilisation.
Lead delivery of transformation initiatives including NICE CXone enhancements, digital engagement, AI-driven solutions and platform modernisation.
Establish delivery governance, reporting and portfolio transparency, and manage risks, issues, dependencies and critical milestones.
Deliver in line with architecture, security, operational readiness and risk requirements.
Coordinate cross-functional teams to deliver on time, on budget and to agreed quality, activating secure, scalable digital experiences for customers, colleagues and partners.
Build strong relationships with business leaders, technology teams, portfolio management, vendors and delivery partners, and align them on priorities, funding, scope, risks and outcomes.
Give executives clear visibility of delivery performance, dependencies and risks.
Act as the primary escalation point for complex delivery challenges and critical decisions.
Manage the delivery control framework across technology teams and partners, and represent Technology to external groups.
Build a culture of delivery discipline, accountability and continuous improvement.
Apply Agile and Lean practices to lift delivery performance and predictability.
Maintain delivery and risk management controls so work is tracked and reported transparently against agreed scope.
Work with Operations from design, so delivered capability reaches operational readiness and business adoption, and use post-implementation reviews to improve future outcomes.
Manage project and program budgets, forecasts and financial performance across the delivery portfolio.
Align investment decisions to strategic priorities, business cases and expected benefits.
Optimise use of delivery resources, third-party partners and vendor services so commitments stay commercially sustainable.
Support business cases and benefit realisation, and evaluate and negotiate with vendors alongside IAG legal and commercial teams.
Lead, coach and develop the delivery squads.
Communicate with impact in writing, in person and in front of executives, and influence without direct authority using data and clear reasoning.
Role model the IAG purpose and behaviours with staff and partners, and maintain a workplace of safety and wellbeing.

Requirements

Minimum 5 years’ experience leading technology project, program or portfolio delivery in complex enterprise environments.
Demonstrated delivery of large-scale enterprise technology or digital transformation programs, including cloud migration, platform modernisation, digital channels and customer experience transformation.
Contact centre technology delivery experience is highly desirable, but not essential.
Working knowledge of contact centre technologies (NICE CXone, Cisco Contact Centre, workforce management, quality management, call recording, interaction analytics, digital engagement and AI-enabled customer service), or the ability to build it quickly.
Strong Agile delivery leadership across complex backlogs, planning and prioritisation, using Jira for transparency, governance and delivery predictability.
Proven ability to convert strategic roadmaps and business priorities into executable plans and measurable results.
Strong portfolio, program and project management, including governance, planning, budgeting, dependency management and executive reporting.
Experience leading delivery teams across business analysis, engineering, architecture, testing and change, and managing third-party vendors and implementation partners.
Commercial acumen across project budgets, forecasts, vendor spend and benefits realisation.
Exceptional stakeholder management, facilitation, influencing and negotiation skills with senior executives and business leaders.
Experience across Agile, hybrid and traditional delivery in complex, highly regulated industries such as banking, financial services or insurance.
Experience across Agile, hybrid and traditional delivery in highly regulated industries; financial services desirable.
Outcome-oriented leader who balances pace, quality, risk and value.
Highly organised and disciplined, with exceptional planning and prioritisation.
Calm, decisive problem solver in complex and ambiguous environments.
Pragmatic: stays close to the engineering and operational reality, not just the plan.
Looks after the team under pressure and holds people to account without blame.
Changes position when the evidence supports a better answer, and gives others the credit.
Excellent communicator who engages equally with engineers, business leaders and executives.
Leads through influence, credibility and trust rather than hierarchy.
Works across Product, Operations, Architecture and vendors, and respects each team's accountabilities.
Adaptable and resilient, commercially astute, and driven to find smarter, faster ways to deliver value.

Skills

NICE CXone
Cisco Contact Centre
Workforce management
Quality management
Call recording
Interaction analytics
AI-enabled customer service
Agile
Lean practices
Jira
Portfolio management
Program management
Project management
Stakeholder management
Facilitation
Influencing
Negotiation

Location

Gadigal Country (Sydney)
Naarm (Melbourne)

Work Type

Full time
Permanent

Experience Level

Minimum 5 years’ experience leading technology project, program or portfolio delivery

Education Level

A formal project, program or portfolio management qualification (e.g. PRINCE2, PMP, MSP, SAFe or equivalent)
Tertiary qualification in a technology, business or related field, or equivalent experience

Benefits

Boosted superannuation with 13% as standard.
20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
Work from home and many more flexibility options with myFlex.
Up to 50% off personal insurance, including home and motor insurance.
Partner discounts on private health insurance, tech & appliances, and many more.
Industry-leading 20 weeks paid parental leave.
Access to LinkedIn Learning, the award-winning IAG Academy, and study assistance.

About the Company

IAG is the largest general insurance group in Australia and New Zealand.
Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.
We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities.
We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

Equal Opportunity

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation.