Head Of Service Centre

Position Description - Head of Service Centre About the role Create and lead a best practice service centre that is the first place our network goes for timely, trusted and accurate answers and issue resolution.

Your mission will involve developing and delivering a service transformation strategy that radically improves our broker service experience (speed, quality, satisfaction, holistic, scalability, one touch) and significantly reduces our cost to serve.
You will also be responsible for delivering short term/ continuous improvements in parallel to delivery on a longer term transformation strategy.

Key responsibilities Strategy and transformation Develop and deliver a comprehensive and ambitious service centre transformation strategy that delivers a best practice, scalable, one stop service centre for all of our network.
Deliver on a roadmap of prioritised and sequenced change initiatives to deliver both short and long term outcomes.
Set and lead the team to deliver on a compelling vision for customer service excellence for the LMG Service centre.
Lead and cultivate a culture of service excellence/ customer focus.
Lead the team to deliver this vision and an outstanding customer service experience across all channels (phone, chat, email, self service), to all audiences (internal & external).
Lead the team to deliver on and improve on SLAs across all channels/ audiences.
Implement a premium service experience for our VIP businesses (Chairmans elite/ highest paying etc).
Ensure a clear capability development program is in place to drive improved capability and service across all touch points.
Drive proactive self service/ communication strategies to prevent inbound queries at a root cause level.
Continual process improvement Continually identify and deliver on opportunities to improve our service experience and effectiveness.
Cultivate a continuous improvement mindset and outcomes through all aspects of the service centre operations and team.
Broker relationships Lead the Service centre to be the LMG relationship owner and primary contact point for all DIY/ Inactive brokers.
Lead the service centre to conduct 'outbound' calling campaigns as required from time to time, to supplement our PM/ BSM teams (eg DNS changes, payroll tax, fee changes etc).
Business solutions/ problem solving Implement feedback & learning loops that identify trends/ recurring issues and implement preventative strategies at root cause level to reduce future queries/ issues.
Create and share business intelligence with relevant stakeholders across the business and influence and drive change with stakeholders who may need to implement solutions to address trends you are identifying.
Regularly optimise the service centre operating model and team structure to ensure: we break down silos, reduce handoffs, and get queries to the right people/ solutions as quick as possible.
end to end ownership of issues.
delivery on changing needs and requirements of the business and our customers.
utilisation of technology to enhance/ augment.
utilisation of all team members capacity and capability/ expertise.
Optimise the staffing mix between teams and onshore & offshore as required.
Ensure resourcing requirements are accurately forecast and in place to address peak periods and critical issues/ changes.
Technology and data transformation Work with the CTO and CDAO to develop and execute a technology and data transformation program for the service centre - ensuring improved service outcomes, and reduced cost to serve.
Ensure queries are triaged and directed to the most suitable teams to respond in the easiest and quickest way possible.
Stakeholder relationships Work with all stakeholders across the business to ensure the service centre remains up to date on all changes/ queries that could come and ensure plans are in place to respond appropriately.
Actively provide feedback to/ influence stakeholders across the business on trends/ business intelligence identified to ensure solutions are in place to address recurring issues/ queries.
Actively influence stakeholders to get outcomes you need to be successful for the team and/ or to remove barriers.
Key relationships include but are not limited to distribution, technology, legal, commissions, finance, product, lender.
Team enablement Develop and deliver a tech/ AI strategy that will automate and/ or augment the human service experience, improving speed and efficiency of our service offerings and provide choice of service channel to our brokers.
Ensure we are utilising both existing and new technologies and data to optimise our service experience and team ways of working.
Business ownership for key technologies (IVR, telephony, ticketing/ work allocation, chatbot etc).
Ensure the team readily have available the information and tools they need to effectively service all queries.
Implement key measures of success, regular reporting and monitoring & drive accountability of the teams to improve on all key metrics.
Leadership Lead & role model a Culture of One LMG, and our values across all the teams in service centre.
Set the performance standards for the service centre and hold people to account.
Empower team leaders to lead their teams to deliver strong service outcomes across all metrics, actively lifting the leadership capability of your team.
Act as a key escalation point for the team, making critical business decisions as required.
Ensure regular upskilling/ cross-skilling & coaching of team is in place.
Ensure Career pathing is in place within the service centre and to other teams across LMG.
Key KPIs: Reduced cost to serve.
Improved Speed of service - Achievement of/ reduction in SLAs across all channels/ types of queries (incl reduction in unanswered calls/ emails etc).
Improved First touch resolutions/ min handoffs.
Improved Quality/ Customer satisfaction/ experience metrics eg NPS/ Voice of customer.
Reduction in queries to PMs/ BSMs.
Achievement of budget targets including - reduction in cost to serve.
Reduction in volume of queries (ie by preventing issues occurring).
Outcomes (not just effort/ inputs).
To succeed in this role you will bring: Transformation experience - Ability to reimagine/ See new ways of doing things, not accepting of the status quo (the way things have always been done).
Ability to straddle both the big picture/long term with short term/ incremental.
Process/ continuous improvement mindset and experience (Kaizen/ lean six sigma an advantage).
Strong Tech/ data literacy and experience implementing technology to deliver improved service outcomes.
Decision making and prioritisation.
Leader of leader experience.
Excellent Stakeholder management & influencing and communication skills.
Whole of business mindset.
Experience leading change (process, technology, cultural).
Knowledge of LMG - our systems, offerings, network, ways of working etc.
Onshore / offshore experience - cross cultural leadership.
Ideally you will be Melbourne based (given location of majority of team).
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