About the Role:  As the Head of Service Delivery, you are responsible for member services and the delivery of exceptional service, and a high-quality experience, to members through the membership services telephone, email, chat and social media channels. You are also responsible for providing service training, coaching and communications to member facing functions throughout the organisation to ensure a consistent level of high-quality service is delivered through all CPA Australiaâs touchpoints.  Lead and manage the Service Delivery Centre to meet required service levels, member experience and agent efficiency/occupancy Develop clear understanding of the service guidelines with all Service Delivery Centre employees and create a culture of member service excellence Ensure adequate planning of Contact Centre global activity to support business needs and key business processes such as member acquisition and enrolment and renewals Develop, coach and mentor direct reports to drive a continuous improvement and customer-centric mindset across all processes, championing a culture of service excellence Encourage proactive collaboration and effective communication, multi-level feedback and foster a culture of openness and trust. Communicate and promote the organisationâs vision and strategic direction to the department Leverage existing technology and identify opportunities to further leverage this technologies across Service Delivery to improve efficiency and effectiveness of performance, including the use and expansion of AI related technologies Leverage customer feedback trends analysis to support continuous improvement in service design Champion customer needs advocacy across the organisation to reduce contact volumes and complaints Leading strategic projects related to the evolution of the global contact centre in line with best practice   About You:  You will come to us with Global leadership experience in a service delivery environment, preferably in a Contact Centre environment, as well as:  Understanding a membership environment preferred and membership bodies Understanding of data driven customer focus Experiencing managing teams Learning and development, and Quality management expertise Ability to grasp complex concepts quickly Flexible and able to prioritise tasks and manage multiple tasks at single instance within compressed times Innovative, stress tolerant, decision-making skills Ability to work autonomously unsupervised A tertiary level education will be highly regarded  Why We Love Working at CPA Australia  At CPA Australia, weâre proud of our vibrant, values-led culture. We live by our core values: Create Opportunity , Pursue Excellence , and Achieve Together âand they shape everything we do.  Hereâs what makes working here special:  Inclusive culture  â We celebrate diversity and are committed to creating a workplace where everyone feels respected, valued, and empowered to thrive. People-first culture  â Work alongside passionate, like-minded professionals who strive to be their best. Hybrid flexibility â Enjoy the balance of working from home and in the office (minimum two days onsite). Wellbeing matters  â Access health and wellbeing sessions, learning labs, and a generous reward and recognition program. Supportive benefits  â Paid parental, volunteer, and study leave, plus the option to purchase additional leave. Career growth  â Take advantage of learning and professional development opportunities. Global mindset â Be part of a truly international organisation with over 20 offices around the world. Incentives that reward you  â Participate in our annual incentive scheme. Fast-paced and purpose-driven  â Thrive in a dynamic environment where your work makes a difference to our members and the profession.  About Us:  CPA Australia is Australiaâs leading professional accounting body and one of the largest in the world. We have more than 175,000 members in over 100 countries and regions . Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. We engage with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.  We are values-based organisation underpinned by the⯠CPA Australia Way ,â¯which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.  How do I Apply?  Click Apply Now  to submit your application for this opportunity.  To learn more about CPA Australia and other opportunities, please visit our Careers page at https://www.cpaaustralia.com.au/about-cpa-australia/work-with-us/careers Â
