Contact Centre Manager | Consumer Service Centre

Join our dynamic consumer banking division as we establish and grow our new Melbourne office. This is a unique opportunity to build and shape the culture of our new site from the ground up. You will lead the teams responsible for onboarding and developing our contact centre professionals, who are the first point of contact for our customers. 

At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

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Reporting to the head of consumer service centre in Sydney, you will be responsible for building a high-performance culture and leading a team of 4-5 team leaders on-site in Melbourne. Your team of leaders will be responsible for coaching and developing new team members who support Macquarie's consumer clients with their transaction and savings accounts, home loans, credit cards and cash management accounts. 

You will be instrumental in developing the strategic plan for our Melbourne site, working closely with your leadership team to foster a highly engaged and collaborative environment. A key part of your role will be to build strong working relationships with both your local team and stakeholders in our Sydney office. Your teams will handle enquiries over the phone and via online chat, and you will ensure they provide an exceptional experience for our clients. 

What you offer

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• Demonstrated experience in leading leaders within a contact centre environment. 
• A proven track record of building new teams and fostering a strong culture of engagement and high performance. 
• Highly skilled in developing and executing a strategic plan to achieve business goals. 
• The ability to build and maintain strong working relationships with both in-person and remote teams and stakeholders. 
• A passion for coaching, mentoring and developing others. 

We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply.

What we offer

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At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include:

• 1 wellbeing leave day per year
• Up to 5 additional service bonus leave days per year
• Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non-primary caregivers
• 2 days of paid volunteer leave and donation matching
• Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave
• Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
• Access to a wide range of salary packaging options
• Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
• Hybrid and flexible working arrangements, dependent on role
• Reimbursement for work from home equipment

About Banking and Financial Services

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Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth.

Our commitment to diversity, equity and inclusion

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We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team by clicking here.

Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process.