At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us.
We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when they need it most.
We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.
Let’s care for tomorrow, so we can create a better future together, for everyone.
You'll be responsible for
- Define, shape, and manage the roadmap for Contact Centre technologies from inception to implementation and maintenance, ensuring seamless integration and high performance is maintained.
- Build close relationships with internal stakeholders to understand challenges, leverage insights, and identify opportunities for capability uplift, automation and enhanced user experience.
- Provide expert advice and support on Contact Centre technology ensuring realisation of business objective.
- Identify and prioritise key areas for improvement within the service funnel to enhance efficiency and customer satisfaction.
- Oversee the development and deployment of content, chatbots, email, SMS, and IVR phone systems to manage customer interactions, focusing on automation and quality improvement.
- Leverage conversational AI and chatbots to enhance customer pain points to continuously refine and improve the customer experience.
- Take the lead on shaping Contact Centre technology which will be delivered as part of the enterprise transformation program.
About you
- Tertiary qualifications in a relevant discipline and industry accreditations, where necessary.
- Comprehensive understanding of relevant regulatory and/or legislative compliance requirements that impact the organisation and the general insurance industry.
- Proven experience in transforming call centre operations technology to enhance efficiency and customer experience.
- Experience influencing and overseeing contact centres, focusing on automation.
- Advanced people leadership skills and experience in coaching, mentoring and performance management.
- In-depth insurance product knowledge and experience in direct to customer product offerings.
- Signification experience developing business strategies and leading implementation to sustain change.
- Superior strategic thinking, financial analysis and budgeting skills.
- Demonstrated ability to partner and collaborate effectively with senior stakeholders to establish strong professional relationships and influence outcomes.
What's on offer
- Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
- A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
- Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.
About Allianz
At Allianz, we care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, abilities, and work statuses are not only welcomed, but valued for the perspectives and talents they bring to work. We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.
Adjustments and support
If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.
Join us. Let’s care for tomorrow. www.allianz.com.au/careers
#LI-ALLIANZAU #LI-Remote #LI-Hybrid #LI-Onsite
