Consultant Gig #1023 SYDNEY–Fintech–Contact Centre Operational Specialist

Client

An ICG client (Fintech lending business) is seeking an experienced

Contact Centre Expert/Acquisitions operations specialist to support a comprehensive business process re-engineering initiative.

The ideal candidate will have considerable hands-on experience in contact centre operations, customer service management, and acquisition processes, with a proven track record of delivering pragmatic process improvements and productivity enhancements.

The role will focus particularly on deep-dive analysis of the Customer Service/Acquisitions functions, which operate closely together. Acquisitions undertake the initial manual review of applications (where auto-triage has failed) and manage customer follow-ups for documents and information.

This role will be required to work collaboratively with client team members from CS/Acquisitions and operational support to identify and implement process improvements.

You will have worked "in the trenches" of contact centres and operational environments, understanding the day-to-day realities while also being able to think strategically about transformation. You combine operational expertise with analytical rigor and have a reputation for getting things done.

Key Focus Areas:

Detailed process analysis and review to identify process improvement opportunities (technology enablement/automation of secondary focus) and recommend a plan to implement them:

1. Process baselines, including process mapping and defining metrics, including inputs and outputs 

2.  Process analysis and review, including activities, drivers, FTE allocation

3.  Identification of improvement opportunities (using lean / BPR thinking to assess opportunities for process efficiency and effectiveness enhancement (e.g. removal of waste, elimination of unnecessary process steps, policy change, structure change and flattening etc)

4.  Preparation of a high level plan to capture opportunities.

Key Deliverables (for CS/Acquisitions)

1.   Process baselines, including mapping, analysis and review

2.   Key opportunities (list and prioritisation)

3.   Implementation plan (including considerations, benefits target)

Skills and experience required

·  Hands-on experience in customer service/contact centre operations and acquisition/onboarding processes with proven track record as an experienced 'gun' who absolutely knows and understands contact centres, operations management, metrics, and tricks of the trade.

·  Experience with metrics and performance management and process improvement in operational environments.

·  Pragmatic delivery focus - demonstrated ability to deliver tangible operational improvements, not just recommendations

·  Self-starter, problem solver –someone who will be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.

·  Process Mapping, Excel and PowerPoint

·  Financial services (preferred not required)

Start date & Duration: Immediate 11 March 2026, with an expectation of 3-Weeks+

Location:  Sydney (client site-based)

Daily Net Rates:  The rate will be commensurate with seniority and experience and is to be negotiated

Application Close date:  Immediate responses welcome, please reply by Thursday, 26 February 2026, at 5 pm (AEDT)

– All Accredited Professionals must be Members of ICG, if not already.