Become a pivotal member of Hollard’s Operations Leadership team Shape the customer journey and redesign how we deliver value Opportunity to work with a top 5 General Insurer About Hollard Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle and pet, in proud partnership with some of Australia's biggest consumer brands and broker businesses. As an independent and privately owned company, we believe we can go further together – for our people, customers, communities and partners – through an innovative approach to providing insurance. Our state-of-the-art facilities in North Sydney reflect our commitment to providing innovative workspaces that support hybrid and remote work. About the Role Reporting to the Chief Operating Officer, you will be responsible for shaping the future of Hollard’s Contact Centre Operations, delivering customer experiences with HEART across our Sales, Service and Policy Administration functions. You will build innovative and seamless experiences across phone, email, webchat/social and physical correspondence that provide meaningful experiences for our customers with a focus on improving understanding and resilience through our insurance products. Your team will be made up of Sales, Service, Policy Administration and support functions including Workforce Planning, Coaching, Performance and Training. Your team will be based across Australia, Philippines, South Africa and India and treated as One Team delivering for our customers and partners. Key Responsibilities Lead, inspire, and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues. Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service. Set the strategy for the development of contact centres, staying up to date with new practices and technologies to maintain recognition for excellent customer service. Own the end-to-end customer contact processes and experience, supporting organisation wide initiatives to drive improvement, increase efficiency, and reduce complaints. Lead and oversee the recruitment, induction, training and coaching strategy across contact centres to ensure capability and consistency. Partner closely with People & Culture and Optimisation teams to drive ongoing development across all levels of Customer Success. Review and define all contact centre roles, including adjusting role requirements and candidate profiles to align with evolving operational needs. Lead the resource planning team to ensure optimal coverage of the contact centre teams. Provide insight and develop plans for implementing new tools and technologies to create a cost-effective operation that consistently meets SLAs. Deliver measurable cost efficiencies while improving customer satisfaction scores. Enhance the quality of customer interactions, by embedding quality assurance processes, and meeting compliance, regulatory and legal obligations. About You Proven experience in leading and inspiring large scale contact centres in Sales/Service. Extensive experience in General Insurance or Financial Services, with particular focus on Sales, Service and Underwriting. Experience in leading or engaging with Workforce Management Teams. Leadership experience at Senior Manager or Head of level. Excellent knowledge of internal products, competitor products and the current market. Combination of technical aptitude, commercial acumen, communication, negotiation, and decision-making ability. Working at Hollard At Hollard, you’ll discover an environment where you can truly make an impact. We offer the best of both worlds – the opportunity, agility and creativity of a company growing with scale, alongside a focus on becoming a catalyst for enduring, positive, social change. We’re a tight-knit team, where authentic voices and unique perspectives matter. We work supportively, collaboratively and inclusively to help shape our future and create shared value for our communities. Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance. We’re also unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences, including as it relates to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity. We’re building something special. Working closely with our industry partners to reshape insurance for the better, we’re people changing insurance. Please note: Even if you don’t meet all our selection criteria, we encourage you to apply. A full background check will be completed on the successful applicant. We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard in relation to this role or others. Only direct applications will be considered. Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information. Unlock job insights Salary match Number of applicants Skills match Your application will include the following questions: Which of the following statements best describes your right to work in Australia? What's your expected annual base salary? How much notice are you required to give your current employer? Please confirm your full legal name. Hollard conducts police and bankruptcy checks on all new employees. Do you have any convictions or current proceedings pending which may lead to a conviction? If yes, please provide details. Do you have any friends, family members, business partners or other acquaintances currently employed at Hollard? If yes, please list their full name. Insurance & Superannuation 1,001-5,000 employees Established in 1999, The Hollard Insurance Company Pty Ltd (Hollard) and its related entities are part of the Hollard International Group of companies, operating in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle, and pet; both directly and through partnerships. As a top 5 insurer in Australia, we are also an independent and privately owned company. Hollard works in proud partnership with a range of leading direct insurance brands as well as broker businesses to bring to market an innovative range of insurance products to serve a wide range of customer needs. Established in 1999, The Hollard Insurance Company Pty Ltd (Hollard) and its related entities are part of the Hollard International Group of companies, operating in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle, and pet; both directly and through partnerships. As a top 5 insurer in Australia, we are also an independent and privately owned company. Hollard works in proud partnership with a range of leading direct insurance brands as well as broker businesses to bring to market an innovative range of insurance products to serve a wide range of customer needs. Newcastle, Newcastle, Maitland & Hunter NSW 4d ago Researching careers? 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