Manager
CurrentKey role purpose is to lead a regional call centre of 94 seats with 10 team leader direct reports supporting the GIO business across all of Australia.ACHIEVEMENTSDrove a cultural change program to improve employee engagement and performance over a period of 2 years, resulting in an improvement of employee engagement and enablement KPIs from the 60’s to high 80’s percentiles. This involved significantly increasing conversations with front line employees in terms of business decisions, clarification of the strategic vision and facilitating input to an improvement agenda.Led an organisational review and reduction in workforce that resulted in the downsizing of the Toowoomba Call Centre from 190 seats to 100 seats over 2 years. This involved implementing a recruitment freeze, absorbing attrition, job redesign and organisational restructuring – all of which led to enhanced levels of team member anxiety and concern about their futures. Through facilitating extensive employee engagement concerning the changes, the target call centre workforce size was achieved and existing team morale, productivity and performance were sustained to meet organisational targets and benchmarks.Key ResponsibilitiesTranslate and implement the Personal Insurance Strategic VisionBuild and maintain an environment that encourages staff engagement, promotes excellence, and recognises and rewards success.Provide effective leadership, motivation, and operational direction and support to the Leadership Team to meet customer service standards and business objectives Develop, coaching and support with team leaders to build capability and create a high performing culture Manage audits to ensure adherence with policy and legislative compliance Develop and maintain strong working relationships with contact centre peers and other critical stakeholders across the organisationProvide change leadership and support for new processes, systems, organisation structures and technologies
