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Senior Manager, Channel Optimisation

Senior Manager, Channel Optimisation

LatitudeMelbourne, VIC, AU
12 days ago
Job description

At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That’s why we offer benefits that make a real difference in your life.

We make it possible…

  • to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
  • to balance work and life – with a hybrid working model , giving you the flexibility to work from home while connecting in the office just two days a week or work remote for certain roles.
  • to put your wellbeing first – with Sonder , a 24 / 7 support app for mental and physical wellness.
  • to access great financial benefits – with discounts on Latitude products and services.

The Senior Manager, Channel Optimisation leads the strategy, delivery, and continuous improvement of Customer Care technology platforms within Shared Services. This includes end-to-end accountability for the performance, evolution, and vendor relationships of platforms such as Genesys Cloud Telephony , Zendesk , Chatbots (Ingenious AI) , and other digital customer engagement tools.

Working closely with internal stakeholders and vendors, the role is critical to delivering seamless, digitised customer interactions and driving automation, efficiency, and cost reduction across service channels.

In this role, you’ll :

Platform Strategy & Delivery

  • Own the strategic roadmap for key customer service platforms including Genesys Cloud , Zendesk , Chatbots , and other digital tools.
  • Evaluate and implement new platform capabilities, building strong business cases and delivering outcomes aligned to Shared Services priorities.
  • Champion digitisation and automation initiatives that enhance the customer experience and reduce demand on assisted channels.

    • Vendor & Stakeholder Management

  • Manage key technology vendor relationships (Genesys, Zendesk, Ingenious AI, FICO, Call Journey), including performance reviews, SLA compliance, and issue resolution.
  • Act as the primary interface between platform vendors and internal teams including Technology, Legal, Procurement, and Customer Care.
  • Monitor vendor product roadmaps to identify risk, opportunity, and innovation pathways.

    • Execution & Continuous Improvement

  • Lead the delivery of platform enhancements and improvement initiatives, ensuring strong change governance and stakeholder alignment.
  • Collaborate with Business Improvement and Data teams to measure and improve platform effectiveness.
  • Drive a continuous improvement mindset across the team, ensuring delivery is timely, data-driven, and aligned with Shared Services KPIs.

    • Operational Oversight

  • Manage operational risks associated with technology platforms, ensuring controls are in place and actioned effectively.
  • Support financial processes including purchase order creation, invoicing, reconciliation, and vendor spend tracking.

    • About you :

  • Ownership of digital service platforms at scale (Genesys, Zendesk, chatbot ecosystems)
  • Demonstrated success in driving digital adoption, automation, and operational efficiencies
  • Strong vendor management, commercial acumen, and stakeholder leadership
  • Experience in regulated environments with complex tech and service operations
  • Strategic and delivery-focused with a strong understanding of platform architecture and service design
  • Highly collaborative, able to influence across technical and non-technical teams
  • Excellent communication and risk management skills

    • Desirable

  • Proficiency in comprehending commercial contracts
  • Proficient in managing purchase orders, invoicing, reconciliation, and receipting.
  • Experience in implementing technical and / or communications platform changes
  • Previous experience in assessing and enforcing SLAs (Service Level Agreements)
  • Exposure to relationship and / or vendor management
  • In-depth understanding of collections systems and processes
  • Previous exposure in operations management.

    • Sound like you? 
That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

    We're Latitude, partners in money 
Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards and loans is what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values. Take ownership, Pursue Excellence, Win Together & Create Tomorrow.

    We're not engaging any recruitment agencies for this role, so if you're interested. Please apply directly!

    Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

    Only open to Australian or New Zealand Permanent Residents or Citizens.

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    Optimisation Manager • Melbourne, VIC, AU