Operational Change and Communication Specialist

2 weeks ago

Auckland City, New Zealand AA New Zealand Full time

**The role**

This is an exciting new role joining our Channel Capability and Performance team. Reporting in to the Operations Manage, Channel Capability your will be responsible for communicating operational change internally to the national Centre Network and Contact Centre. In this role you will improve business performance by analysing, interpreting, communicating and interrelating information. It is a varied role which will manage a variety of communication tools including our knowledge management systems. You will ensure that key messages for each business area are communicated appropriately, effectively and in a timely manner.
- Successful integration and execution of discrete projects, campaigns, promotions and business initiatives that relate to knowledge management, information systems and support tools
- Documentation and management of existing, repetitive processes and projects using project management principles and working with a centralised business improvement team
- Standardisation and improvement of support and frontline processes to reduce the overall cost to serve, while improving our customer and people experiences

**About you**

This position requires a high degree of organisation with strict discipline to meet deadlines, an ability to distil complex information into communication suitable to the audience, superb writing skills and an ability to liaise with a lot of people on diverse topics.
- Business degree or relevant tertiary qualification
- Proven experience in knowledge management processes
- Proven experience in process mapping
- Experience providing excellent customer service across a physical network
- Excellent written and oral communication skills

**About us**:
For over 110 years we've been helping kiwis on their adventures. We've become a trusted partner to our Members, who are at the heart of everything we do. And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape.

Our people are talented, naturally curious and love to ask 'what's next?' This means that here at the AA you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

If you think you have the skills required then we'd love to hear from you today

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