Executive Manager, Assisted DistributionJob requisition ID: 44091
Location: Sydney, NSW, AU; Melbourne, VIC, AU; Brisbane, QLD, AU
Workplace Type: Hybrid
Create impact as an Executive Manager, Assisted Distribution.
Join the largest general insurance group in Australia and New Zealand Insurance, so much more than you think.
YOUR ROLE As a leader in customer experience journeys, you will be at the forefront of transforming the assisted distribution channel into a digital contact centre while delivering a modern optimal customer experience.
You will drive this transformation through focusing on four key transformation pillars: operational and process excellence to foster a service-oriented culture, creating efficiencies to re-shore or right-shore outsourced customer-facing services, digitizing contact centres to deliver contemporary experiences and digital deflection, and enhancing digital and self-serve capabilities to increase digital adoption.
You will lead the vulnerable customer service delivery model and leverage data insights to drive customer growth and performance. This will help achieve growth targets, drive sales, improve NPS, and enhance customer advocacy and retention. Additionally, you will drive efficiencies across a large colleague channel to deliver year-on-year improvements in cost and customer experience.
You will build an engaged and constructive culture, role modelling our purpose, maintaining a ready-for-anything mindset, and embodying our values. You will demonstrate desired leadership behaviours while proactively managing risk. Your success will be driven by prioritising, delivering, and embedding initiatives, and translating the NRMA business plan into actionable initiatives that enable Distribution to achieve its functional deliverables and measures of success.
This is a permanent role, based in Sydney, Brisbane, or Melbourne.
ABOUT YOU 15 years extensive operational and strategic experience leading large teams in a dynamic environmentExperience in large scale transformation and digital contact centre enablementYou have highly developed leadership skills with a proven ability to role model values and behaviours.Demonstrated ability in managing complexity, ambiguity and responding to change, creating a continuous improvement environment aligned with agile ways of working.Experience in fostering a customer-centric environment and building capability and optimizing the performance of teams.Demonstrated ability to define, plan, and shape strategies and initiatives into tactical plans for successful delivery.Demonstrate the IAG way, by role modelling our purpose, ready for anything mindset and heart valuesApplications close on Friday, 11th October 2024 at 23:59pm Joining IAG you'll have access to:
Boosted superannuation with 13% as standardUp to 50% off personal insurance, including home and motor insuranceA certified Family Inclusive WorkplaceTMEnergy transition opportunities to help us be net zero by 2050Welcome Back cash bonus when returning from parental leaveAbout Us
We're part of the largest general insurance group in Australia and New Zealand. Together our family of brands turns the IAG purpose of making your world a safer place into action by helping, supporting ambitions and making insurance accessible.
We're guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses and communities. Collaborating on Indigenous-led solutions that enable growth, develop resilience and create meaningful change, and support the leadership development of our Indigenous employees.
As part of IAG, you'll enjoy a world of opportunity, growth and stability and work in an environment that celebrates all viewpoints shaped by life experiences and cultures. Together we're passionate about social issues, climate change resilience, big tech and being an inclusive workplace.
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