Websites Projects & Operations Manager

Websites Projects & Operations Manager

• Permanent Role
• Location Sydney, Melbourne, or Brisbane

About the role:The Websites Projects and Operations Manager is responsible for the management & delivery of special operational projects across Mass Brand websites that are either time or mission critical, also consolidating targeted digital adoption activities across the key digital pathways.Specifically, the role will focus on the projects of high business and/or customer importance, for example Digital Claims pathways and Natural Events support, which will also include high priority Website Risk & Regulatory programs that impact multiple brands.The objective is to instil a single line of accountability for the rapid execution of mission-critical activities that span across the multitude of Brand websites. Ensuring regulatory consistency, customer-centricity and building efficiency in a time and resource constrained environment, working closely across Brand delineations with the Digital Experience, Portfolios and Tribes as single leadership and execution team.Additionally, this role will act as the owner of consolidated digital adoption program of work, accelerating the uptake of existing digital Service and Claims capabilities by leading the multi-branded roadmap to improve individual pathways of intent through all digital platform channels.Key Accountabilities:

• Management and delivery of key operational projects across internally managed Insurance websites, including Risk and Regulatory programs ensuring a consistent and efficient approach, reducing duplication and double handling.
• Develop a deep understanding of key customer digital transaction pathways across Digital Customer, understanding pain points, opportunities, insights and performance trends.
• Develop and deliver a roadmap of initiatives to improve digital adoption pathways across Digital Customer Owned assets.
• Relentless drive to improve the digital claims experience across websites including experience related to Disaster response/management.
• Support the Claims Portfolio teams to achieve business objectives by prioritising improvements that maximise customer and business value (within allocated resources/budgets).
• Achieve annual digital adoption targets set for service and claims by leading and partnering with stakeholders to improve pathways via websites, call deflection, SMS, email channels.
• Relentless drive towards the long-term ambition of 90% digital uptake across service and claims through digital-first advocacy.
• Contribute to the overall Digital Adoption roadmap of our digital ambition to reach 90% uptake by 2030 whilst being a strong advocate for the digital-first approach across the organisation

About You

• Experience in leading high performing teams, both direct leadership and cross functional, to deliver exceptional customer outcomes.
• Degree and/or Post-graduate qualifications in business or e-commerce (or similar) is desirable.
• Minimum 5 years' experience leading digital strategies, outcomes and strategic change in complex organisational setting.
• Minimum 5 years' experience identify trends and opportunities through data and research (including Adobe Analytics, Enterprise Call Analytics, etc).
• Minimum 3 years' experience in accelerating digital adoption and subject matter expertise in websites, personalisation, etc.
• Experience in the financial services environment in Australia and an understanding of global financial services trends and customer behaviour

Key Capabilities:

• Analysis & Strategic Thinking - strong understanding of digital performance and various options to source data and research. Ability to synthesize and draw out insights to inform initiatives. Innate curiosity and ability to thrive in ambiguity to solve complex problems and find root causes.
• Creativity - outstanding ideation and problem-solving skills, as well as a strong understanding of the steps it will take to achieve or deliver across various channels.
• Digital Best Practice - strong understanding of digital best practice, digital adoption, innovation and conversion tactics. Strong understanding of existing working systems (e.g. website, personalisation, call deflection, SMS, email). Influence - master of influencing, negotiating and change management skills to accelerate digital adoption in a complex organisation setting.
• Leadership - master of leading stakeholders through change, inspiring and empowering teams. Proven ability to partner, coordinate and leverage stakeholder relationships at all levels. Along with strong business planning processes and operations management.
• Influence - master of influencing, negotiating and change management skills to accelerate digital adoption in a complex organisation setting.
• Communication - outstanding written and verbal skills to communicate insights, vision, etc. The ability to communicate in all directions and effectively manage change.
• Risk - strong understanding of the regulatory environment in which the business operates, including regulatory requirements. Ability to work with and challenge product, pricing, legal and risk requirements to result in better customer outcomes.
• Business Acumen - Deep understanding of the insurance / financial services industry, business needs and customer behaviour to accelerate digital adoption performance.
• Customer Obsession - exemplary customer focus, strategic mindset and 'outside in' thinking.
• Continuous learning - ability quickly close knowledge gaps, always maintaining strong willingness to continue to learn new ideas, concepts, skills