Key Purpose of the Role:

- To provide strong management-level leadership and governance for Contact Centre Operations by ensuring consistent delivery of customer and operational service commitments through outsourced partners.

- Driving operational excellence, productivity, service quality and customer outcomes.

- Establishing effective operational governance and performance management rhythms.

- Ensuring operational readiness for new products, campaigns, process changes and business initiatives.

- Managing operational risks, escalations, incidents and business continuity requirements.

- Driving accountability and continuous improvement across service delivery partners.

Key Responsibilities:

1. Operational Leadership & Governance:

- Provide operational leadership and governance for Contact Centre service delivery.

- Establish daily, weekly and monthly operating rhythms, performance reviews and governance forums.

- Ensure operational policies, procedures, controls and service standards are implemented consistently.

- Act as the key operational escalation point for significant service delivery issues.

- Provide leadership during critical incidents, operational disruptions and business continuity events.

2. Contact Centre Operations Management:

- Oversee end-to-end Contact Centre operations across voice, email, chat, messaging and other supported channels.

- Monitor delivery against agreed service levels, operational KPIs and customer service standards.

- Ensure operational readiness for new products, campaigns, system changes and regulatory requirements.

- Drive consistency and standardization across teams, products and customer journeys.

3. Outsourced Operations Performance Management:

- Monitor outsourced partner performance against agreed SLAs, KPIs and operational commitments.

- Challenge performance gaps and ensure corrective and preventive actions are implemented and tracked.

- Conduct regular operational performance reviews with outsourcing partners.

- Identify opportunities to improve productivity, efficiency and service outcomes.

4. Customer Outcomes & Service Excellence:

- Monitor customer outcomes including service level, response times, handling time, abandonment and first contact resolution.

- Partner with Customer Experience and other teams to address recurring customer pain points.

- Ensure service recovery actions are implemented where required.

- Embed customer-centric thinking within operational governance.

5. Performance Management & Continuous Improvement:

- Own the operational performance framework for Contact Centre delivery.

- Lead root cause analysis and corrective action planning for performance gaps.

- Drive Lean, process improvement, automation and digital enablement initiatives.

- Ensure improvement benefits are measured and sustained.

6. Operational Readiness, Risk & Compliance:

- Ensure readiness for new products, campaigns, migrations and process changes.

- Partner with Risk and Compliance to identify and address operational risks.

- Support internal and external audits and closure of findings.

- Support business continuity and disaster recovery planning for Contact Centre operations.

7. Stakeholder Management:

- Build strong relationships with Commercial Planning, Partner Relationship Management, Business Performance & Reporting, Customer Experience, Training & Quality, Technology, Risk & Compliance and other stakeholders.

- Provide operational insights to support business decisions.

- Represent Contact Centre Operations in relevant governance forums.

Key Performance Indicators (KPIs):

- Service Level Achievement

- Average Speed of Answer

- Average Handling Time

- Abandonment Rate

- Productivity

- Schedule Adherence

- Customer Satisfaction

- First Contact Resolution

- Partner SLA Achievement

- Quality & Compliance

- Operational Risk Closure

- Continuous Improvement Benefits

Experience Required:

- 8+ years of experience in Contact Centre Operations, Customer Operations, Service Delivery, BPO/Outsourcing Operations or a related field.

- Proven experience managing Contact Centre operations or operational governance in a customer-focused environment.

- Strong experience managing service performance against SLAs, KPIs and operational commitments.

- Experience working with outsourced service providers or BPO partners.

- Demonstrated experience in operational performance management, root cause analysis and continuous improvement.

- Insurance industry experience and multi-channel customer service experience are preferred.