Performance Optimization Lead

6 days ago


Quezon City, National Capital Region, Philippines Australia and New Zealand Banking Group Limited Full time
About Us

We are the Australia and New Zealand Banking Group Limited, a leading banking group committed to improving the financial wellbeing and sustainability of our millions of customers.

Our purpose is to shape a world where people and communities thrive, driven by a common goal: to make a positive impact on society while delivering long-term value to our shareholders.

About the Role

The Operational Performance Specialist plays a critical role in supporting the contact centre by providing insights and guidance to align to best practice and adherence to the workforce plan. This includes conducting analysis and review on current state and providing recommendations on improving operational effectiveness across the network, supporting up to 400 Manila-based FTEs across both voice and digital channels.

The successful candidate will also be responsible for the Onboarding Process of new employees to the contact centre, working closely with Recruitment and Facilitation teams, and conducting regular reviews of current processes to identify areas for improvement for a more streamlined onboarding experience for both new employees and the business.

Key Responsibilities:
  • Perform regular assessments of the current state of operations with guidance from the business and the Optimisation Leadership team.
  • Identify inefficiencies and propose solutions to enhance operational effectiveness.
  • Collaborate with team leaders to implement recommended changes.
  • Oversee the onboarding process for new employees in the contact centre and work closely with recruitment teams to ensure timely and effective hiring.
  • Maintain accurate records of analysis, recommendations, and implemented changes.
  • Prepare reports on operational performance and onboarding effectiveness.


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