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Manager, Contact Centre Technology Operations
Full-time
At IAG,
we
’re
ready for you.
We're
the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their
ambitions
and making insurance accessible.
In this role you will build an observable, automated and continually improving service, not just keep one running. You will be accountable for the performance, reliability, cost and continuous improvement of IAG’s Contact Centre Technology portfolio across Australia and New Zealand: the platforms through which our customers reach us and our colleagues serve them.
You will lead a team of engineers who run the operational services behind voice, digital, workforce optimisation, quality management, call recording, analytics, AI and telephony (NICE CXone, the remaining Cisco estate and the wider stack), keeping them secure, resilient, scalable and cost-effective.
You will work with the Delivery Manager so new capability lands in production ready to run. The team acts quickly, works across boundaries and changes its mind when someone has a better idea.
This is a full time permanent opportunity based in Gadigal Country (Sydney) or Naarm (Melbourne)
Technology Operations
Own the day-to-day operation of the contact centre platforms: (NICE CXone, Cisco (routing, IVR, telephony, integrations), call recording, workforce optimisation, quality management, analytics and AI-enabled services) keeping them stable, secure, performant and available
Run incident, problem, change, configuration, capacity and availability management to a high standard, with strong controls and actions tracked to completion
Lead major incident response for business-critical outages: fast restoration, clear communication, rigorous root-cause follow-through
Own technology lifecycle across the estate and, with the Delivery Manager, work with the Delivery Manager from design, so new capabilities land in production ready to run, in line with architecture, security, resilience and CPS 230 requirements.
Service Reliability & Operational Excellence
Set, meet and transparently report the service levels Retail and Intermediated operations depend on
Run service reviews to lift performance, reset service level targets and reduce the risk of business impact
Benchmark service levels, capability and pricing against industry, anticipate business needs, and match resourcing to intended service levels.
Stakeholder Engagement & Ecosystem Management
Build strong relationships across business operations, technology, delivery, vendors and support partners
Give executives clear visibility of operational performance, service health, incidents and risks
Act as the primary escalation point for complex operational issues and critical decisions
Manage strategic vendors and third-party providers (governance, commercial oversight, performance and contract optimisation) holding them to their SLAs within IAG’s operational control framework, reflecting our increasing reliance on partners for seamless run and reporting.
Intelligent Operations & Continuous Improvement
Drive the shift to intelligent operations: data-driven, observable, self-healing, AIOps-enabled: as a first-order accountability
Use telemetry, observability and AIOps tooling (e.g. ServiceNow, New Relic, Splunk, Cyara) to shift-left support effort, reduce toil and cut mean-time-to-detect and mean-time-to-restore
Deploy proactive monitoring and self-healing, automating operational controls and removing manual handoffs
Lead root-cause investigations and post-incident reviews so repeat failures are eliminated, and continuously improve operational processes, tooling, governance and risk management.
Financial & Commercial Management
Own the operational (run) budget, forecasts and financial performance, delivering to portfolio financial targets
Drive cost optimisation across licensing, support, vendor services and run effort, balancing cost with service quality and customer experience
Negotiate with vendors and third parties alongside IAG legal and commerce teams, and support business cases where investment is needed for resilience, performance or cost.
Leadership
Lead, coach and develop a team of engineers, building a culture of accountability, innovation, service excellence and continuous learning, and fix causes permanently
Demonstrate the IAG purpose and behaviours, and require the same of staff and partners
Communicate clearly in writing, in person and to an audience; influence without direct authority using data and sound reasoning
Keep the team focused, safe and well through incidents and pressure, with sustainable on-call and escalation practices
People authority: 5 to 10 direct reports, augmented by managed-service and vendor operations partners
Skills
Knowledge & Experience
Minimum 10 years’ experience in contact centre technology, including at least 5 years leading technology operations, accountable for engineering and support teams running business-critical customer engagement services.
Deep technical expertise across enterprise contact centre technologies: NICE CXone, Cisco or a comparable platform (routing, IVR, telephony, integrations), workforce management, quality management, call recording and interaction analytics
Strong ITIL / service management experience across incident, problem, change, configuration, capacity and availability management
Proven Intelligent Operations (AIOps) outcomes through observability, telemetry, automation, proactive monitoring, self-healing and support model optimisation
Hands-on with enterprise service management, observability and collaboration tooling, such as ServiceNow, New Relic, Splunk, Cyara, Jira and Confluence
Working knowledge of AI-enabled contact centre technologies: agent assist, virtual agents, conversational AI, interaction analytics and automation
Demonstrated management of strategic vendors and third-party providers (governance, commercial oversight, performance management and contract optimisation) with a track record of cost optimisation without compromising service or customer experience
Experience with operational resilience and regulatory obligations, ideally CPS 230, or practical operational resilience and service-provider management capability, in highly regulated environments; Financial Services desirable
Strong stakeholder management, facilitation and decision-making skills, influencing and building trust at all levels including senior leadership
Proven analytical and problem-solving capability, leading root cause investigations and driving sustainable service improvements
Working knowledge of Design Thinking, Agile, Lean and Continuous Improvement methodologies
Characteristics
Calm, decisive and credible under pressure, especially during major incidents
Keeps the team steady and supported during incidents, and takes ownership of follow-through
Reliability-focused, with a bias to prevention and permanent fixes over workarounds
Independent thinker with initiative, sound judgement and a strong bias for action; challenges the status quo
Technically credible and comfortable engaging deeply with engineers, architects and vendors on complex operational problems
Moves easily between strategy and execution, and translates complex technical concepts into clear business outcomes
Commercially astute and customer-focused, balancing operational efficiency, risk and cost
Works as an equal partner with Delivery, Product and Architecture, leading through influence, credibility and trust across technology, business and vendor partners
Builds engineering teams that learn and improve, and uses automation, AI and emerging technology to lift reliability, productivity and customer experience.
What We Offer
Boosted superannuation with 13% as standard.
20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
Work from home and many more flexibility options with myFlex.
Up to 50% off personal insurance, including home and motor insurance.
Partner discounts on private health insurance, tech & appliances, and many more.
Industry-leading 20 weeks paid parental leave.
Access to LinkedIn Learning, the award-winning IAG Academy, and study assistance .
employment type eligibility criteria apply
11:59PM AEDT
Adjustments and Support
If you require any support or adjustments to
participate
equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation.
More About Us
As part of IAG
you'll
enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.
That
’s
not just words.
It
’s
our people promise.
We're
ready for you with unexpected opportunities for your career, your work-life
and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and
culture, and
are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.
