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Customer Hubs Business Manager

2 weeks ago

Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we live and breathe our values - they are at the heart of every interaction. Our people come first, we pride ourselves on creating a diverse and inclusive space that allows our people to thrive. Encouraging everyone to bring their whole selves to work, we aim to represent the diverse communities we work in and with.

We also have a plan to lead our industry forward into a more customer-centric future with innovation and disruptive thinking, as a unique Kiwi and Pacific insurance provider operating for over 150 years, with roots all the way back to Dunedin.

**What will you be doing?**

Exciting times lie ahead at Tower with the creation of a brand-new role In this dynamic position, you'll have the opportunity to lead strategic initiatives that drive growth and profitability while ensuring regulatory compliance. Reporting directly to the Head of Process, Governance and Projects you'll work closely with cross-functional teams to develop innovative products and services that meet the evolving needs of our customers.

Strategic planning and collaboration will be key to this role, you will need to work closely with the leadership team and plan effectively to support the business' needs and minimize business disruption. You will play a key role in creating value add in Customer Hubs leadership forums in terms of planning and agendas as well as working closely with the Chief Administrative Officer on strategy papers and planning, Board CEO reports and our overall Customer Hubs scorecard.

**You can expect to be across the following**:

- Work closely with the Customer Hubs Leadership Team to deliver their respective business and strategic objectives and drive effectiveness and performance within our contact centres and retail network.
- Your role will be key to supporting the Chief Administrative Officer and wider team to leverage the leadership forums, collaborate and support on Strategy papers, agendas as well as the Board CEO report updates and scorecard.
- Develop the Customer Hubs management dashboard and scorecard to track key projects and statuses.
- Input into quality assurance & workforce planning operations best practice to drive efficiencies and an uplift in effectiveness
- Work closely with our senior leadership team to ensure our operational design and contact centre strategy will enable our long-term strategy, including our increasing shift to digital channels expansion to Pacific, and growth of the Fiji Hub.
- Identify gaps in overall customer service delivery and recommend best practice improvements in systems, processes, or policies to enhance our customer's experience.
- Work closely with Technology, Transformation, Customer Squads and Training to understand and plan for any changes or disruptions to the frontline operations and our customers to ensure business continuity.

**What you'll need**

You will have a track record in strategic planning and customer centric innovation. You will excel at building relationships, driving collaboration, and passionate about shaping the future of insurance in New Zealand and the Pacific.

**To be successful in this role, you will also be able to demonstrate the following**:

- Previous experience in a senior / project management or leadership role preferably in a contact centre environment.
- Expert in Customer Delivery and Operations with at least 7 years' experience working in a large customer facing operation with 400+ employees.
- Previous track record of supporting the transformation of large operational and / or customer experience environments.
- Exceptional communication and stakeholder management skills with the ability to negotiate and influence.
- Ability to make effective decisions that take into considerations customer outcomes and Tower's obligations and reputation.
- Experience indirectly leading high performing and engaged teams
- Strong ability to build effective relationships across functional lines at all levels of Tower and influence across all levels
- Natural problem solver that's not afraid to challenge the status quo - Excellent planning and organisation skills
- A continuous improvement mindset, seeking to optimise, new ways of thinking, challenging the status quo and creating and delivering innovative solutions

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

Highlights Include:

- 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
- A paid day off on your birthday and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
- Career growth - we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes