Operations Manager - Roadside Assistance Contact Centre

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

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Great to have you on board. Let's care for tomorrow.