Manager – Contact Centre

The role

You will lead multiple teams through a group of Team Leaders to deliver an exceptional customer experience. You will manage customer service, operational performance, and service innovation using modern technology and AI-enabled tools.

What you will do

• Lead a high-performing, customer-focused team
• Coach, mentor and develop Team Leaders
• Drive service levels, customer satisfaction, quality and productivity outcomes
• Use workforce planning and operational data to optimise team performance
• Champion a culture of accountability, engagement and continuous improvement
• Partner with quality, training, risk and compliance teams
• Lead through change and help embed new technology, automation and AI solutions
• Oversee the management of escalations and complex customer issues
• Identify opportunities to streamline processes and reduce customer effort
• Contribute to broader service transformation and strategic initiatives

Required qualifications

• 5+ years' leadership experience within customer service, operations, contact centre or service environments
• Experience leading leaders, supervisors or team managers
• Strong coaching, mentoring and people development capability
• A track record of improving customer, quality and operational outcomes
• Experience managing large teams through periods of growth or change
• Excellent stakeholder management and communication skills
• Strong analytical and data-driven decision-making capability
• Experience with workforce management, forecasting or operational planning

Nice to have

• Financial services, wealth management or banking experience
• Understanding of regulatory and compliance requirements
• Experience implementing automation, digital transformation or AI-enabled solutions
• Relevant qualifications in Business, Leadership or a related discipline

Benefits

• Paid parental leave
• Fully funded school holiday program
• CU Health (virtual healthcare)
• Income protection
• Flu shots
• Wellness weeks
• Retail discounts
• Financial wellbeing services
• Social events, trivia nights, and corporate sports
• Employee Resource Groups
• Paid volunteering
• Netwealth Impact Group

About the company

Netwealth is an innovative FinTech business shaping the future of wealth in Australia. The company provides an award-winning platform and NextGen technology for advisers and investors.