Senior Delivery Lead - Contact Centre na AustralianSuper

Senior Delivery Lead - Contact Centre

At AustralianSuper, we truly care about our colleagues.​ We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. 

Your new role

Reporting to the Technology Enablement Lead, this role sits within the Guardian Program to lead the delivery of business and technology outcomes transforming our Contact Centre agent experience.

This role will work closely with business owners, subject-matter experts, product owners, cross-functional teams, workstream stakeholders, Technology Services domains and service providers / vendors to ensure successful delivery.

The successful candidate will have proven experience in leading complex projects within Superannuation, Member Experience or Contact Centre transformation programs, showcasing the application of agile delivery practices and ensuring the cohesion of multi-disciplinary teams. Outstanding leadership skills will ensure issues and challenges are identified early and course corrected quickly.

Key duties include but are not limited to:

• Collaborate with business and technical stakeholders to scope and plan the delivery of technology solutions enabling Contact Centre transformation outcomes.

• Promote early engagement with business workstream stakeholders and Technology Services to assess technology impacts, dependencies, and do-ability.

• Lead and enable rapid progression and resolution of complex delivery constraints and blockers to ensure project streams maintain momentum and stay to critical path objectives.

• Build trusted relationships with internal teams, vendors and service providers to enable successful delivery

• Own the delivery of change and ensuring that it meets business requirements and quality expectations

• Engage with and enable delivery outcomes in line with the Fund’s Technology Delivery Enablement framework, defining and establishing an agile delivery approach that is fit for purpose.

• Establish and maintain detailed schedule, status reporting and reporting to governance forums as required

• Facilitate knowledge sharing across the wider Guardian Program and Technology Services team.

• Motivate and inspire the team and vendors by demonstrating commitment to the Fund’s values, decision pillars and leadership principles.

• Develop, nurture and maintain relationships with stakeholders across Technology Services and the business.

• Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.

What you’ll need

• Strong business and technology delivery leadership of transformation outcomes, enhancing member experience.

• An understanding of CRM function and technology, ideally MS Dynamics

• Strategic thinking with proven experience in leading high profile projects.

• Resilient, engaging and passionate about motivating colleagues to drive exceptional business and individual performance

• Critical thinker with strong analytical and problem-solving skills.

• Innovative, creative and curious with a strong growth mindset.

• Adaptable and resilient with an ability to lead and motivate cross-functional, multi-disciplinary teams across a broad range of activities to achieve project goals.

• Willingness to believe in and work towards the enterprise purpose and vision.

• High level of personal integrity as well as the ability to professionally handle confidential matters.

• Commercially astute, with strong financial management, supplier management, and negotiation skills

• Demonstrated capacity to work in high pressure and complex environments.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What’s next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required. 

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https://www.australiansuper.com/careers/candidate-privacy-notice  

Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.