Overview
Help shape the future as a Real Time Service Delivery Lead. Join the largest general insurance group in Australia and Aotearoa New Zealand. We’re a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.
Your Role
We’re seeking a resilient and strategic leader to oversee real-time service delivery across our contact centre operations. This is a high-impact, rapid-paced role where your decisions directly influence customer outcomes, operational efficiency, and workforce effectiveness. As the Lead for Real-Time Service Delivery & Workforce Planning, you’ll forecast demand, optimise staffing, and maintain service excellence through bespoke workforce management tooling. You’ll oversee service delivery performance, ensuring adherence to SLAs and quality standards, and manage and resolve incidents in real time. You’ll use data insights to drive continuous improvement. You’ll collaborate cross-functionally and lead training and development initiatives to build team capability, resilience, and accountability.
This is a permanent role, and we welcome applicants from anywhere in Australia.
About You
- Relevant qualifications in service delivery management, workforce planning, or related field.
- Expertise in real-time service delivery, incident management, performance monitoring, and workforce planning. Experience with Verint WFM or similar tools is highly desirable.
- Proven experience leading and developing high-performing teams of 10-20 people in a contact centre environment.
- Strong analytical skills and ability to leverage data for decision-making and forecasting.
- Demonstrated experience managing complex service delivery projects and leading process improvements.
- Ability to thrive in a high-pressure, fast-paced environment and make quick, informed decisions.
Applications close Wednesday 15 October 2025, 23:59 AEDT.
Benefits
- Boosted superannuation with 13% as standard
- Up to 50% off personal insurance, including home and motor insurance
- 5 myLeave days per year on top of annual leave
- Work from home and flexibility options with myFlex
- Industry-leading 20 weeks paid parental leave from day one for primary and secondary carers
- Dedicated career growth programs, including the IAG Academy
- Award-winning recognition and reward program
About Us
As part of IAG you'll enjoy a world of career opportunities focused on creating connection and belonging, and where you can create meaningful impact every day. We celebrate all viewpoints and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities, collaborating on Indigenous-led solutions.
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📌 Real Time Service Delivery Lead
🏢 Iag
📍 Cairns