Shared Services Lead, Auckland
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ONE NZ

Shared Services Lead

  • Posted Today
  • On Site
  • Full Time
Location

Auckland

Job Description

Ko mātou tēnei – our organisation


At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.



We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.



Ko tō tūranga – your role


As the Shared Services Lead, you will hold a pivotal position in advancing our dedication to exceptional customer experiences anchored in a technical specialist skillset. In this role you will have oversight of our entire customer support and solution teams, centred on orchestrating and guiding specialized technical teams to ensure operational excellence across diverse business functions. You will have a specific focus on our Voice & Messaging Shared Services team which consists of Tier 3 Complaints, Migrations and Service Assurance.



As a senior leader, this role encompasses strategic oversight and execution, aiming to fortify our customer-centric approach and optimize service delivery and the contact centre journey. The incumbent is entrusted with proactively enhancing customer service standards across all segments, leveraging technical expertise for prompt issue resolution, outage management, and proactive incident handling.



Additionally, you will facilitate product and system migrations to contemporary market solutions, ensuring streamlined operations and superior service experiences. You will elevate CX, lift frontline capability, reduce resolve time and improve resolver groups SLA’s. You will also help improve FTF, reduce customer churn, and drive revenue growth post-sale, thus shaping the entire customer service journey for sustained success.



Ko tō mahi – what you’ll do

  • Establish a Shared Services Specialist Centre of Excellence built upon a culture of Customer First and Continuous Improvement.
  • Utilize collaborative leadership across operational disciplines to ensure delivery of our Service Promise, meet SLO/SLA’s, uphold Service Standards, and enhance efficiency.
  • Enhance capabilities and optimize processes to streamline operations, minimize friction and handoffs, ensuring end-to-end ownership of Customer Experience (CX) while optimizing channel economics and costs, and identifying and mitigating issues in customer journeys.
  • Although not directly responsible for sales outcomes, you will facilitate revenue growth through channels by maintaining a best-in-class standard and ensuring a consistently exceptional level of customer experience through performance optimization.
  • As a key player in shaping and executing our Shared Services support strategy, you will collaborate cross-functionally with various teams to ensure seamless end-to-end customer management, implement process enhancements, optimize tool utilization, and achieve significant improvements in customer satisfaction by leveraging insights from both our employees and customers.



Na tōu rourou - what you’ll bring

  • Minimum of 5 year’s experience in Contact Centre Leadership.
  • Deep Technical understanding of telecommunications industry products and services.
  • Ability to lead cross functional teams, both from a technical and specialist perspective, leveraging your influence to achieve outcomes through direct and indirect leadership.
  • A skilled people leader who cultivates a highly engaged and collaborative team, fostering a sense of ownership, and showing #grit in those straight up conversations.
  • Coaching experience in large teams with a keen eye on end-to-end optimisation of CX and accountability.
  • Proven ability to execute to and evolve service design.
  • Unapologetic about getting things done for the benefit of our Customers and People



Nā mātou te rourou – what you’ll get

  • One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
  • A fully subsidised Southern Cross health insurance cover for you and your family.
  • Laptop, unlimited data plan, market leading cell-phone for business or personal use.
  • Lifestyle leave where you can purchase an extra week or two of annual leave.
  • Discounts on One New Zealand products, services and much more!



We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.



Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.



Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.

Hard Skills Required

  • Contact Centre Operations
  • Telecommunications Knowledge
  • Process Optimisation
  • Incident Management
  • Customer Analytics

Soft Skills Required

  • Leadership & Coaching
  • Stakeholder Management
  • Problem-Solving
  • Communication
  • Customer-Centric Mindset

Benefits and Perks

  • ☮
    Lifestyle Leave
  • 🤱
    Extended Parental Leave
    Primary carers get 22 weeks of salary top-ups plus 26 days of paid leave upon return, with secondary carers receiving a matching 26 days allowance.
  • 🧕
    Inclusive Workspace
  • 🩺
    Health Insurance
    Enjoy fully subsidised Southern Cross health insurance for you and your immediate whanau, life and terminal illness cover, and free flu shots.
  • ⚖
    Work-Life Balance Support
  • 💼
    Life Insurance
  • 💚
    Counselling Services
  • 🏥
    Subsidised Health Insurance
  • 📈
    Professional Development
  • 🏎
    Competitive Salary
  • 🎉
    Employee Discounts and Rewards
  • 📣
    Referral Bonuses
  • 🚚
    Relocation Support
  • 💻
    Company Supplied Technology
    Get the latest smartphones with a market-leading plan and laptop sim card, so you can stay connected and productive anywhere.
  • 🖥
    Computer Assistance
  • 📱
    Discounted Phone or Internet Plans
  • ⏰
    Flexible Work
    Flexible working & work from anywhere (most roles): Work from home, flex your hours, and even work up to 20 days offshore in certain countries around the world for the perfect work-life balance.
  • Work Cafe
  • Gender Transition Suport

Job Schedule

  • Shift Work
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