Member Services Manager
Core
Lead a high-performing contact centre to deliver exceptional service outcomes and support the MIPS Transformation Program for members.
Role type
Senior IC member services operations manager
Builds
Contact centre operations and member service delivery
Domain
Insurance / Member services
Required skills
Contact centre leadership, workforce planning, service design, quality assurance, CRM technologies, strategic thinking, stakeholder management, change management, team coaching, compliance management
Preferred skills
Insurance sector experience, analytical skills, succession planning
Technologies
CRM technologies
Responsibilities
Lead and develop Team Leaders and Member Services Representatives; Implement service standards and quality assurance programs; Drive continuous improvement initiatives; Oversee compliance, privacy, and complaints management; Partner across the organisation to deliver strategic initiatives.