Operations Manager – Roadside Assistance & Mobility

Brisbane | Lead onshore & offshore contact centre teams | Drive performance & customer excellence

Allianz Partners is looking for an experienced Platform Operations Manager to lead operational performance across our Contact Centre environment supporting RSA and Mobility. This is a senior people leadership role where you’ll coach and develop high-performing leaders, embed active management routines, and deliver commercial and customer outcomes across sales, service and retention.

What you’ll be doing

• Lead and develop Team Leaders and teams (onshore and offshore) to deliver high performance outcomes
• Translate strategy into clear operational goals and deliver results through strong routines and leadership behaviours
• Drive service delivery excellence across key KPIs, quality measures, and customer metrics (including NPS)
• Manage productivity, resourcing and efficiency targets, partnering with Workforce/Planning and senior leaders
• Support budget delivery, cost control and commercial decision-making
• Identify, shape and embed continuous improvement initiatives and operational projects
• Ensure strong risk, compliance and WHS governance is embedded across day-to-day operations
• Build strong stakeholder relationships and communicate performance insights effectively

What you’ll bring

• Significant operational and people leadership experience in a multi-function contact centre
• Strong capability in coaching, performance management and developing leaders
• Confidence interpreting real-time telephony/WFM metrics and turning data into action
• Solid financial acumen (budgeting, productivity and cost management)
• Excellent communication skills (able to influence, train, present and resolve conflict)
• Change leadership capability and strong analytical problem-solving
• Proficiency in MS Office
• Insurance/financial/Assistance services experience (highly regarded)
• Business qualification (preferred)

What we offer

At Allianz Partners, you’ll be part of a global organisation where development and career mobility are genuinely supported. We offer a range of learning pathways, targeted development programs, and wellbeing initiatives to help you thrive—professionally and personally.

91268 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent