Real-Time Service Delivery Manager

About the role

IAG, the largest general insurance group in Australia and New Zealand, is looking for a Real-Time Service Delivery Manager to lead a large, high-performing team in its Retail Insurance Australia Strategic Resource Management team. The role helps evolve workforce management from a highly operational function into a strategic, insight-led capability that improves outcomes for customers, people and the business. It is a permanent full-time position open to candidates based in Sydney, Melbourne or Brisbane.

Key responsibilities

• Lead and develop a team of workforce management professionals, building capability, engagement and high performance.
• Oversee real-time service delivery, ensuring strong SLA performance, effective incident management and high operational standards.
• Monitor service performance and workforce data to support decision-making, improve efficiency and enhance customer outcomes.
• Drive the evolution of the real-time function toward more strategic, insight-led and value-adding ways of working.
• Lead transformation initiatives through process improvements, automation and technology.
• Build relationships with senior stakeholders, influencing decisions and managing complex operational trade-offs.

Required profile

• Strong workforce planning or workforce management experience, ideally in a customer service or contact centre environment.
• Proven people leadership experience with a passion for coaching and developing teams.
• Experience leading transformation, capability uplift or technology-enabled improvement initiatives.
• Ability to influence and partner with senior stakeholders and make sound decisions in a fast-paced environment.

Required skills

• Analytical and problem-solving skills, able to turn insights into action.
• Experience with workforce management platforms such as Verint is highly regarded.

What we offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave plus 5 days extra leave, and 20 weeks of paid parental leave.
• Up to 50% off personal insurance and partner discounts on private health insurance, tech and appliances.
• Access to LinkedIn Learning, the IAG Academy, study assistance and secondment opportunities.