Menu

Director of Contact Centre

Director of contact centres for leading Financial Wealth Company Sydney CBD based
About the Role:
Leading financial Wealth Company based in Sydney CBD are searching for a Director of Contact Centre, reporting to the Executive Director of Customer Operations. Lead the delivery of exceptional service experiences for members and advisors, driving digital transformation and operational efficiency in a dynamic, customer-focused environment.

Key Responsibilities:
  • Develop and execute multi-channel contact strategies for voice, chat, and email.
  • Drive operational efficiency through channel optimisation, call reduction, and digital enhancements.
  • Oversee daily operations, resource management, and quality assurance processes.
  • Implement advanced contact technologies (AI, analytics, automation).
  • Lead, mentor, and inspire a high-performing team.
  • Foster a culture of continuous improvement, inclusivity, and growth.

What We’re Looking For:
  • Proven leadership in multi-channel contact centres.
  • Experience with inbound/outbound operations and customer retention strategies.
  • Knowledge and tenured background within financial services.
  • Expertise in digital transformation and customer engagement technologies.
  • Strong analytical, project management, and stakeholder engagement skills.

Leadership Qualities:
  • Results-driven, commercially focused, and customer-obsessed.
  • Inspirational leader with a collaborative mindset and a passion for developing talent.
  • Resilient, calm under pressure, and a champion for growth and innovation.

Be part of a team driving innovation and delivering meaningful customer outcomes. Based in Sydney CBD.
For more information and to book a call, please email Hannah.faithfull@hays.com.au

Please note respectfully, only candidates from a tenured financial services background in a HO/CCM role will be considered.


LHS 297508

Summary

Job Type
Permanent
Industry
Banking & Financial Services
Location
NSW - Sydney CBD
Specialism
Contact Centres
Ref:
2910879

Talk to a consultant

Talk to Hannah Faithfull, the specialist consultant managing this position, located in Sydney
Level 13, Chifley Tower, 2 Chifley Square

Telephone: 0282269832

Similar jobs to Director of Contact Centre

  • Client Team Leader - Recruitment

    Lead a workforce solution to see our clients and employees thrive by creating opportunities
    NSW - Sydney CBDBase + Bonus + Super

  • Accounts-Admin and Office Manager

    Account-Admin and Office Manager
    NSW - South/South Western Sydney

  • Facilities Manager

    A leading Service Provider is looking for a Temporary FM to Manage a Commercial Asset in the CBD
    NSW - Sydney CBD$53 - $55 p/h + Super

  • Service Manager

    Join a rapidly growing facilities service and project management company, based in Western Sydney.
    NSW - Western Sydney

  • Customer Service Representative - Armidale

    Seeking expert customer service candidates looking for a supportive role with training provided!
    NSW - Regional$36.11 per hour plus Super