Program Director

• Company: ANZ
• Salary: Competitive
• Location: Melbourne < Victoria < Australia
• Job Type: Permanent, Full time
• Posted on: 04 Dec 13

See job description for details

• Lead projects that are largely driven by technological advancement
• Global Contract Centre Infrastructure Transformation Program
• Location: 833 Collins St, Docklands, VIC

We are exploring new and better ways to progress the business with energy and enthusiasm. Backed by a proud and established heritage, we are on a journey to create a super regional bank. Connected by integrity and clarity of strategy, there is a real sense of excitement about the future.

ANZ is transforming the customer experience across the contact centre channels globally by creating a common contact centre capability. The channel will become a critical sales & service channel by integrating the branch, voice, web, chat, video & email channels & delivering a seamless experience to customers. We're investing in a number of enabling technologies such as natural language & speech analytics; intelligent routing; voice biometrics & a simplified desktop that will change the conversation for customers & bankers. The Program Director will manage a Project team or a team of specialists. Providing leadership and direction, you will monitor and maintain team, stream lead, and individual performance through ongoing mentoring and coaching and foster collaboration across teams/functions/regions, for effective project delivery.

We are looking for an experienced Program Director who has proven track record in delivering contact centre solutions and transformation projects. You should also possess these key skills and experience:

• Domain & professional experience
• Significant project ad program management experience across complex programs of work
• Strong experience leading change and transformation programs involving contact centre capability, differentiated customer experience
• Demonstrated experience in Contact Centre technology deployment (particularly voice bio & speech recognition & analytics)
• Senior stakeholder engagement and influencing capability
• Management of contact centre frontline or operations a distinct advantage

This is an opportunity to undertake a role offering exceptional opportunities for professional development with a broad range of career paths. It’s a place where the determined can succeed, the willing can grow and together, we can prosper. We connect you to your world of opportunity. 

At ANZ we aim to create a work environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.

Salary:  Competitive