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About the Role
Lead a team through an exciting period of growth, innovation and transformation. As our Real-Time Service Delivery Manager, you'll play a key role in evolving workforce management from a highly operational function into a strategic, insight-led capability that creates better outcomes for our customers, our people and the business.
Responsibilities
- Lead and develop a team of workforce management professionals, building capability, engagement and high performance.
- Oversee real-time service delivery, ensuring strong SLA performance, effective incident management and high operational standards.
- Monitor service performance and workforce data to support decision-making, improve efficiency and enhance customer outcomes.
- Drive the evolution of the real-time function towards more strategic, insight-led and value-adding ways of working.
- Lead transformation initiatives that enhance workforce management capability through process improvements, automation and technology.
- Build strong relationships with senior stakeholders, influencing decisions and managing complex operational trade-offs.
Requirements
- Strong workforce planning or workforce management experience, ideally within a customer service or contact centre environment.
- Proven people leadership experience with a passion for coaching, developing and inspiring teams.
- Experience leading transformation, capability uplift or technology-enabled improvement initiatives.
- Strong analytical and problem-solving skills with the ability to turn insights into action.
- Confidence influencing and partnering with senior stakeholders across different business areas.
- Ability to navigate complexity, influence outcomes and make sound decisions in a fast-paced environment.
Skills
- Workforce planning
- Workforce management
- People leadership
- Analytical thinking
- Problem-solving
- Stakeholder management
- Verint (highly regarded)
Location
- Gadigal Country (Darling Park 2, Sydney)
- Naarm (Melbourne)
- Meanjin (Brisbane)
Work Type
- Permanent
- Full-time
Experience Level
- Manager
Benefits
- Boosted superannuation with 13% as standard.
- 20 days annual leave + 5 days MyLeave.
- 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, study assistance and secondment opportunities.
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.