Lead business delivery for a major super fund's contact centre transformation — agent desktop, real-time data and AI. Aus wide, 6 - 12 mth contract.
The Opportunity
A major Australian super fund is bringing member servicing in-house from its outsourced administrator. The contact centre has already moved across, and the next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations. You'll lead business delivery across the programme, working between technology, operations and member experience teams. You'll direct the BAs and keep a complex group of stakeholders aligned.
Key Responsibilities
- Lead end-to-end delivery of business workstreams across the insourcing and contact centre programme
- Direct a BA team through requirements, functional specs and business process definition
- Partner with member experience so processes, tooling and agent workflows measurably improve service
- Align product, technical PMs, architects, operations leaders and programme leadership
- Land AI in operations (conversational AI, agent-assist, workflow automation), from use case through to embedded process
- Coordinate business delivery with technical leads across AWS (Amazon Connect) and Microsoft Dynamics
- Support transition from the incumbent provider: operational readiness, UAT and cutover
- Own planning, RAID and reporting to programme governance
About You
- Proven Business PM on contact centre or operational transformations in large organisations
- Strong grasp of contact centre operations and tech: agent desktop, omnichannel, CCaaS
- Working knowledge of contact centre AI and how to land it operationally, not just technically
- AWS and Dynamics delivery experience (Amazon Connect highly regarded)
- Track record leading BAs at programme scale
- Comfortable managing product, technology, experience and operations stakeholders at once
- Insourcing or administrator migration experience highly regarded
- Superannuation, wealth or financial services background strongly preferred
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Project Manager — Contact Centre Transformation in Melbourne employer: Desda Group
Desda Group is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals looking to make a significant impact in HR transformation. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members are equipped to excel in their roles. Located in Australia, our commitment to work-life balance and a supportive environment sets us apart as a rewarding workplace for those passionate about driving change in HR and payroll processes.
