2015-11-17

Province: New South Wales
Description:

Contact Centre Consultant
Job in Sydney, New South Wales Australia

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Contact Centre Consultant

Date Posted

8/11/2015

Category

Accounting

Location

Sydney, NSW

Job Type

Full Time, Permanent

Job code: 589969

Are you committed to providing outstanding Customer Service?

AMP are recruiting a brand new customer service team for their Sydney Contact centre!

An exciting new opportunity exists to join a rewarding, fast paced contact centre, focused on delighting our customers. We are eagerly searching for passionate, customer service professionals who are able to commence training on 16th November 2015.

The Customer Contact Centre is an integral function in servicing Customers and Advisors of our contemporary financial service products. The contact centre provides a high level of service primarily via incoming phone calls, aiming to exceed our Customer and Adviser expectations.

Key Responsibilities of the role:

Provide outstanding customer service to AMP customers.

Add value to each customer interaction by having a great conversation, understanding the customer needs and adapting to provide the best service approach.

Achieve Key Performance Metrics, including customer advocacy, first call resolution and growth and retention leads.

Meet quality assurance targets.

Develop and maintain an in-depth knowledge of products and services including the legislative, technical, industry and organisational environment in which they operate.

Confidently navigate and source information from multiple internal systems and reference materials.

Communicate solutions to Customers/Advisers queries in a manner that they can easily understand.

Take ownership of complex issues, from the initial query through to its resolution, while managing Customer expectations of the appropriate timeframe for resolution.

What you will need to apply:

Essential:

Previous experience of providing outstanding customer service

Intermediate computer skills

The ability to take ownership and solve customer problems

Preferred experience:

Contact centre experience

Relevant financial services industry experience (financial protection- life insurance, income protection insurance; superannuation and investments) is highly desirable

Ability to work to KPI’s such as (AHT, Quality, Compliance and Adherence to schedule)

RG146 and/or Diploma in Financial Services

Clear career pathways are on offer for all successful candidates who embrace the AMP culture and are keen to advance to the next level.

AMP is committed to offer flexible working for all operations roles including part time and full time. Full time hours for this team are: 8:30 am to 7 pm Monday to Friday (on a rotating roster).

Please note we will not be accepting applications from third parties (agencies) so please apply directly via AMP, SEEK or the LinkedIn websites

Advertised: Oct 23 2015 Aus. Eastern Standard Time

Application close: Nov 20 2015 Aus. Eastern Standard Time

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CRAIG MELLER

Chief Executive Officer and Managing Director

Sc (Hons)

Craig was appointed Chief Executive Officer (CEO) and Managing Director (MD) in January 2014. He has been a Director of AMP Life Limited since October 2007, a Director of The National Mutual Life Association of Australasia Limited since March 2011 and was appointed a Director of AMP Capital Holdings Limited in January 2014.

Experience

Prior to becoming CEO, Craig was MD of AMP Financial Services from 20072013. Craig started with the AMP groups United Kingdom (UK) business in 2001 before coming to Australia in 2002 to take up the role of MD, AMP Banking. He moved to the role of Director of Product Manufacturing in 2003.

Craig started his career at Lloyds TSB in the UK where he spent more than 14 years working across the business in a number of management roles. From 1998 he worked at Virgin Direct where he was MD from 19992001.

Craig is an executive member of the Australia Japan Business Co-operation Committee.

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STEPHEN DUNNE

Managing Director, AMP Capital

Stephen joined AMP Capital in 1994 and was appointed Managing Director in 2004. AMP Capital is a specialist investment manager which manages funds across a range of asset classes including equities, fixed interest, property and infrastructure. AMP Capital has offices in Australia, Bahrain, China, India, Japan, New Zealand, Singapore, the UK and the USA, with a strong focus on Asia Pacific.

Accreditation

Bbus, MBA, CFA, F Fin

Experience

Stephen has over 25 years experience in investment management, both in Australia and in the United Kingdom. Prior to being appointed Managing Director, Stephen held a number of roles within AMP Capital, including Director of Client and Marketing for Asia Pacific and Director of AMP Asset Management for Australia and New Zealand. Before he joined AMP Capital, Stephen held a number of managerial roles at National Mutual Funds Management. Stephen is a Chartered Financial Analyst, holds a Master of Business Administration from Monash University is a Senior Fellow of the Financial Services Institute of Australasia (Finsia) and is a Member of the Australian Institute of Company Directors (AICD).

Other directorships/appointments

Member of St James Ethics Centre Advisory Council

Chairman of The Banking and Finance Oath Limited

Director of The Australian Financial Markets Association (AFMA)

Member of the Australian Advisory Board to the Social Impact Investment Taskforce

Member UTS Business School Advisory Board

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GORDON LEFEVRE

Chief Financial Officer

Gordon joined AMP in January 2014 and assumed the Chief Financial Officer role from 1 March 2014.

Experience

Gordon has considerable financial services industry experience including 13 years with the National Australia Bank Group. His career at the bank included a range of both customer facing and group support function roles domestically and overseas. Immediately prior to leaving his was the Deputy Group Chief Financial Officer. Before joining AMP he was Chief Financial Officer of the Grocon Construction Group in Australia.

Gordon is a Fellow of the Institute of Chartered Accountants in Australia.

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CRIAG RYMAN

Chief Information Officer

Craig joined AMP in 1997 and was appointed to the role of Chief Information Officer on 1 January 2015. Craig is responsible for AMPs information technology as well as the Strategic Sourcing, Workspace and Project Services teams.

Accreditation

Bachelor of Commerce (ANU)

Experience

Prior to his current role, Craig was IT Director for AMPs Advice and Banking and Insurance and Superannuation business areas. During his time at AMP Craig has led the IT function for a variety of different areas of the business and has also completed a range of transformation programs including the integration of the Australia and New Zealand businesses of AXA Asia Pacific Holdings, platform consolidation projects and transformation initiatives in Australian and the UK.

Before joining AMP, Craig worked as a superannuation consultant for William M Mercer in Australia.

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PAUL SAINSBURY

Chief Customer Officer

Paul was appointed Chief Customer Officer in April 2013 and is responsible for taking a strategic focus on AMP customers and improving their experience. Paul is also responsible for the Customer Strategy and Experience, Brand & Marketing, Customer Segments, Design, Innovation & New Ventures and AMP Self Managed Superannuation teams as well as a dedicated business transformation team. He also sits on a number of internal boards.

Experience

Paul Sainsbury has held a number of leadership positions since joining AMP in 2000, including Director, Product Manufacturing; Chief Operating Officer, AMP Financial Planning, Advice & Services; Chief Operating Officer, Product Manufacturing; Director Mature Products and Customer Service; and Operations Manager. As AMP Integration Director, from 2010-2014, Paul was responsible for AMP’s merger with AXA Asia Pacific Holdings Limited’s Australian and New Zealand.

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BRIAN SALTER

General Counsel

Brian joined AMP in July 2008 as Group General Counsel. Brian was appointed as an Executive Director of AMP Superannuation Limited in October 2008 and as an Executive Director of N. M. Superannuation Proprietary Limited in March 2012.

Accreditation

BA, LLB (Hons), LLM (Hons), MAICD, F.ASF

Experience

Brian has over 30 years experience in the legal profession advising many of Australia’s leading financial and wealth management companies. Before joining AMP, Brian was a partner with a major Australian law firm for 19 years and a member of its executive team for a number of years.

Brian is a former member of the Australian Governments Corporations and Markets Advisory Committee (CAMAC) which was established to provide independent advice to the Australian Government on issues that arise in corporations and financial markets law and practice. Brian is also a member of the Legal Committee of the Australian Institute of Company Directors and the Corporations Committee of the Business Law Section of the Law Council of Australia. He is a former Chairman and National Committee member of the Australian Securitisation Forum.

Other directorships/appointments

Executive Director of AMP Superannuation Limited and N.M. Superannuation Proprietary Limited

Director of SCECGS Redlands Limited

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MATTHEW PERCIVAL

Group Executive, Public Affairs and Chief of Staff

Matthew joined AMP in October 2000 and has groupwide responsibility for AMP’s communication and relationships with a broad variety of stakeholders.

Accreditation

BA UNSW

Experience

Matthew was previously Group General Manager, Public Affairs at Colonial Limited. Prior to this, he was General Manager, Public Affairs at Carlton & United Breweries, and General Manager, Group Public Affairs at the ANZ Banking Group. He also has worked in public affairs for the CocaCola company and Lindeman’s Wines and as a ministerial adviser.

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ROB CAPRIOLI

Group Executive, Advice and Banking

Rob joined AMP in December 2010 and is responsible for AMP’s advice, banking and corporate superannuation business portfolio.

Accreditation

Bachelor of Electrical Engineering (Hons)

Experience

In a career spanning more than 20 years in the financial and professional services sectors, Rob has held a number of senior strategic and leadership roles, both in Australia and the UK, including Vice President of marchFIRST in London, Associate Partner of Accenture and Principle for the multichannel consulting services practice at IBM.

Before joining AMP, Rob spent six years at Westpac, leading the bank’s retail and business banking operations and developing and implementing business transformation strategies to increase efficiency and effectiveness, drive revenue, reduce operating expenses and deliver a better experience for customers.

Other directorships/appointments

Director of AMP Bank Limited

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PAULINE BLIGHT-JOHNSTON

Group Executive, Insurance and Superannuation

Pauline BlightJohnston joined AMP in May 2013 and is the Group Executive of Insurance and Superannuation, responsible for AMP’s risk insurance, retail superannuation, investment, pensions and platforms business portfolio.

Accreditation

MEc, FIAA, FASSA, ANZIIF (Fellow) CIP, FFin, GAICD.

Experience

During a career which includes more than 20 years of financial services industry experience, Pauline has held a number of senior executive posts in life insurance, both in Australia and overseas. Prior to joining AMP, Pauline was Managing Director of RGA Reinsurance Company of Australia and before that, Chief Financial Officer and Appointed Actuary for Asteron Life. Pauline has also held executive roles with Tillinghast (consulting actuary) and Morgan Stanley (investment banker).

Other directorships/appointments

Director of the Financial Services Council

Executive Director of AMP Life and The National Mutual Life Association of Australasia

Chairman of Council, MLC School Burwood

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WENDY THORPE

Group Executive, Operations and Director, Melbourne

Wendy joined AMP during the merger with the Australian and New Zealand businesses of AXA Asia Pacific Holdings Limited and is responsible for all contact centres, product administration operations including underwriting and claims, and customer and adviser support services. She is also Director of the AMP Melbourne office.

Accreditation

B.Bus (Accounting), BA (French), Grad Dip, Applied Finance & Investment, AMP 172 (Harvard)

Experience

Wendy was previously Director, Operations for AMP Financial Services and Chief Operations Officer of AXA Australia having rejoined AXA in January 2008 after a period as General Manager, Institutional Technology at ANZ Bank in 2007 and 2008. Prior to her time at ANZ Bank, Wendy held a number of senior roles at AXA in the business services and information systems areas, including the role of Chief Information Officer from 2003 to 2007. Before joining National Mutual/AXA in 2000 Wendy was Manager, Information Systems at ANA, now known as Australian Unity.

Other directorships/appointments

Member of the Swinburne University Council

Member of the Swinburne University Finance Committee

Chair of the Swinburne Student Management System Committee

Director of Very Special Kids

Chair of the Very Special Kids Finance, Risk and Audit Committee

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FIONA WARDLAW

Group Executive, People and Culture

Fiona joined AMP in August 2008 and has responsibility for AMP’s people and culture.

Accreditation

BA (Hons in Psychology), University of Melbourne

Experience

Fiona joined AMP from ANZ Bank where, as head of Leadership and Talent, she was responsible for recruitment strategy, talent management, succession planning and senior executive development. Prior to joining ANZ, Fiona worked in the Australian banking operations at National Australia Bank, where her roles included heading up the bank’s unsecured lending and credit card businesses and leading the Australian Human Resources function.

Her background also includes executive human resources experience in the resources and telecommunications sectors, including Cable and Wireless’ cable TV startup Optus Vision and BHP.

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Director of AMP Foundation

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