The role of the Service Manager/ Customer Engagement Manager is to provide support to the Tech Assist Service Owner and Regional (Global) Tech Assist Leads in the tracking and delivery of initiatives and BAU activities.
With a focus on strategic initiative design, delivery and support, you will agree and execute customer driven initiatives through monthly prioritisation meetings with the global Tech Assist teams, with a strong focus on customer centricity.
Key to the role is strong capability in change, engagement and communications management. You will facilitate a fortnightly change pipeline meeting, bringing together a wide range of stakeholders to plan for technology impacts across all parts of the bank. You’ll also be regularly engaging with senior leaders and service owners to advocate on behalf the customer and their experience.
You will regularly manage Incident response planning and delivery, responding to ‘walk ups’ and other ad-hoc issues by quickly problem solving and marshalling appropriate Tech Assist resources globally
You will also look to build out Tech Assist’s Insight, analytics and reporting, with a strong focus on BAU Operations data and voice of the Customer feedback
Key skills and backgrounds experiences:
This role is ideally suited to an individual early in their career, looking to step up and into a stretch role that will develop their strategic and management capabilities.
Please apply via the following link with your CV. Alternatively to find out more about the position at www.macquarie.com/careers or please email Nicky Bell @ email@example.com for further information.
The Corporate Operations Group (COG) brings together specialist support services including workplace, human resources, market operations and technology. COG's purpose is to drive operational excellence through business-aligned services with a focus on quality, cost and risk. COG comprises the following divisions: Business Improvement and Strategy, Business Services, Human Resources, Market Operations, and Technology.
Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.
We facilitate a range of flexible working arrangements within our teams. Talk to us about what flexibility may be available.
Our Technology Returner program is an opportunity for you to re-integrate yourself into the workforce following an extended professional career break. Find out more and apply at https://www.macquarie.com/au/about/careers/jobs/returner-program.