The ideal candidate will have considerable hands-on experience in contact centre operations, customer service management, and acquisition processes, with a proven track record of delivering pragmatic process improvements and productivity enhancements.
The role will focus particularly on deep-dive analysis of the Customer Service/Acquisitions functions, which operate closely together. Acquisitions undertake the initial manual review of applications (where auto-triage has failed) and manage customer follow-ups for documents and information.
This role will be required to work collaboratively with client team members from CS/Acquisitions and operational support to identify and implement process improvements.
You will have worked “in the trenches” of contact centres and operational environments, understanding the day-to-day realities while also being able to think strategically about transformation. You combine operational expertise with analytical rigor and have a reputation for getting things done.
Key Focus Areas:
Detailed process analysis and review to identify process improvement opportunities (technology enablement/automation of secondary focus) and recommend a plan to implement them:
- Process baselines, including process mapping and defining metrics, including inputs and outputs
- Process analysis and review, including activities, drivers, FTE allocation
- Identification of improvement opportunities (using lean / BPR thinking to assess opportunities for process efficiency and effectiveness enhancement (e.g. removal of waste, elimination of unnecessary process steps, policy change, structure change and flattening etc)
- Preparation of a high-level plan to capture opportunities.
Key Deliverables (for CS/Acquisitions)
- Process baselines, including mapping, analysis and review
- Key opportunities (list and prioritisation)
- Implementation plan (including considerations, benefits target)
Skills and experience required
- Hands-on experience in customer service/contact centre operations and acquisition/onboarding processes with proven track record as an experienced ‘gun’ who absolutely knows and understands contact centres, operations management, metrics, and tricks of the trade.
- Experience with metrics and performance management and process improvement in operational environments.
- Pragmatic delivery focus – demonstrated ability to deliver tangible operational improvements, not just recommendations
- Self-starter, problem solver –someone who will be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.
- Process Mapping, Excel and PowerPoint
- Financial services (preferred not required)
Logistics
Start date & Duration: Immediate 11 March 2026, with an expectation of 3-weeks+
Location: (client site-based)
Rate: The rate will be commensurate with seniority and experience and is to be negotiated.
Application Close date: Immediate responses welcome, please reply by Thursday, 26 February 2026, at 5 pm (AEDT)
– All Accredited Professionals must be Members of ICG, if not already.
– Resumes must be submitted by close of business on the application closing date listed above. All resumes will be reviewed, and the top three candidates will be shortlisted for the client.
– The client will then conduct interviews. Please note that the net rate quoted applies to ICG Affiliate rates, which are available to ICG Members only.
– Any previously agreed and documented rates for candidates introduced to ICG through approved third parties will continue to be honoured.