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Description and Requirements- Managing ANZ Operations which includes ANZ Premium Care, EduCare, ANZ Standard Support for both Consumer & Commercial market.
- Lead, supervise and manage a team of Executive Technical Support & subjects to meet the required performance and KPIs.
- Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
- Support, coach and manage the Executive Technical Support and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
- Provide ongoing coaching, training and counseling to team members on customer management as well as products and services.
- Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
- Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service.
- Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms.
- Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
- Work with line manager to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
- Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
- Support the management team in creation of management reports based on agreed time scales.
- Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.
- Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
- Disseminate information received from client contact points to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
- Attend to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handling escalations through to resolution.
- Identify areas for service improvement and make recommendations to the management team.#J-18808-Ljbffr