Partner Operations Improvement Manager

The role 

The Partner Operations Improvement Manager is a critical link between our White Label Partners and the Auto & General (A&G) operational ecosystem. This role is responsible for managing the partner-driven changes and internal A&G initiatives that impact the partner operational experience. You will act as the "Operational Translator," ensuring that changes are seamlessly embedded into the A&G contact centres & Qantas Sales Contact Centre while constantly seeking opportunities to optimise partner processes for efficiency and CX excellence.

Position Accountabilities

Change Governance & Delivery:

·       Lead the implementation of partner-driven operational requests across the A&G contact centre

·       Lead the Partner Engagement of A&G initiatives impacting Qantas Sales Contact Centre located in Gosford, NSW (e.g. Qantas Sales Webscreens, Sales Business Changes)

·       Support the team in delivering effective contact centre change management to ensure Partner Operational changes are embedded effectively

·       Manage the development of operational change strategies and supporting plans (e.g. stakeholder engagement plans, communication plans, training etc.) to ensure stakeholders and partners are fully consulted and involved in the change

Operational Integration & Embedding:

·       Work directly with A&G Contact Centre Leaders to ensure frontline staff are trained, coached, and briefed on partner-specific nuances

·       Work closely with subject matter experts and/or business representatives to analyse and understand business needs, expectations, and constraints

Stakeholder Liaison:

·       Facilitate operational forums between A&G and Partner representatives to discuss operational initiatives & customer impacts and partner requirements

Process Optimisation & Operational Performance Feedback:

·       Analyse NPS and operational data to identify trends where process changes could improve partner performance metrics

·       Monitor changes post go live to ensure measuring up to our expected benefits and provide recommendations where enhancements are required

·       Identify friction points in the current partner customer journeys and lead Continuous Improvement (CI) initiatives to solve them

What experience you’ll bring

Qualifications and Experience

Essential

·       Experience in managing operational change, preferably within insurance or financial services

·       Demonstrated ability to effectively engage stakeholders at differing levels of the organisation

·       Excellent communication skills, both written and verbal

·       Contact Centre Fluency: Understands contact centre dynamics (e.g. AHT, IVR, scripting, agent systems and coaching) and how to influence frontline performance.

·       Confidence in decision-making ability

·       Analytical skills and a high level of problem-solving

·       Excellent attention to detail

·       Problem-Solving & CI: A "Continuous Improvement" mindset with the ability to diagnose process failures and support designing operational solutions

·       Ability to prioritise and coordinate activities collaboratively across departments for best business outcomes, e.g., workforce planning, learning & engagement and contact centre teams

Desirable

·       Tertiary qualifications or equivalent experience in change management

·       Communication: Ability to write clear, concise operational briefs and facilitate workshops that align teams (e.g., IT Delivery, Marketing, and Operations)

·       Understanding of the factors that influence the contact centre cost, effectiveness and service delivery

·       White Label / B2B2C Background: Previous experience managing a "Partner-Brand" relationship is highly desirable

·       General Insurance (GI) Knowledge: Familiarity with the GI product landscape and regulatory environment (ASIC, GI Code of Practice)

·       Facilitation: A background in leading workshops or training sessions to "embed" change into large-scale teams

Location: Brisbane (Toowong or North Lakes) or Sunshine Coast (Kawana)

This role is available at any of our Brisbane and Sunshine Coast locations, providing flexibility to choose the office that suits you. Our Toowong office is close to the city with easy public transport and parking options while our North Lakes offices are within walking distance of some of the north side’s best retail locations. If you love a view of the water, why not consider our Kawana office on the edge of Lake Kawana and only a five minute drive to the closest beach.

The benefits of working at A&G 

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including:
• • Personalised rewards and peer-to-peer recognition
  • Exclusive discounts and savings across more than 600 top retailers
  • A comprehensive recognition program that celebrates milestones and achievements—helping you feel valued every step of the way
• Work flexibility - with options to work from home two days per week.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.