Head of Contact Centre

About the role

The Head of Contact Centre will provide strategic and operational leadership for ANZ's large, multi‑skilled contact centre serving New Zealand personal banking customers. This senior position drives customer outcomes, builds high‑performing leaders, and steers digital and operational uplift aligned with the bank’s engagement strategies.

Key responsibilities

• Lead the transition of the contact‑centre platform from Genesys to AWS, defining operational requirements, workforce planning impacts and service design.
• Ensure consistently high‑quality customer experiences across service, onboarding, migration, email and personal banking channels.
• Coach and develop senior leaders to create an inclusive, high‑performing workforce that meets business and customer targets.
• Own service performance, capacity and productivity, guaranteeing agreed service levels and operational standards.
• Drive continuous improvement and digital initiatives in line with NZ Personal and Customer Engagement strategies.
• Manage operational costs, workforce metrics and productivity while adhering to ANZ risk frameworks, QA standards and regulatory requirements.

Required profile

• Proven experience working with cloud‑based platforms, especially AWS, in partnership with technology and digital teams.
• Demonstrated ability to lead large contact‑centre operations and manage complex platform transitions.
• Willingness to work early‑morning hours (starting at 4:00 am) to align with New Zealand business operations.
• Strong leadership, stakeholder engagement and change‑management capabilities.

Required skills

• AWS (Amazon Web Services)
• Genesys contact‑centre platform