In this newly created position, The Senior Manager, Customer Experience plays a critical role supporting the development and delivery of AFCA’s Customer Experience strategy. The Senior Manager will develop and drive our Customer Experience strategy whilst leading our current Member & Customer Experience team members. This is a newly created opportunity and exciting chance to have a real impact on our Customer Experience journey at AFCA.

Working closely with the Head of Membership Services, this role will support the creation and successful delivery of operational excellence customer experience best practice. The role will lead a team of skilled customer experience professionals and support teams by leading the development of the customer experience framework for consumers and members. The Senior Manager role will identify, support and drive process recommendations, end to end reviews and support AFCA to identify opportunities for improvement always with a focus of best practice customer experience.

Typically, in this role you will:

• Lead the development of the Customer Experience Strategy at AFCA
• Develop, facilitate and collate Consumer and Member research and feedback activities including surveys, focus groups, and other voice of customer inputs.
• Use this data to inform best practice and prioritisation of activities across AFCA, working closely with Operational Excellence, Operational Delivery, Rules and Decision makers
• Work closely with external stakeholders, industry groups and regulators
• Create and execute a body of work to drive customer excellence, being data driven, curious and focused on what it means to provide customer experience best practice
• Create and maintain a calendar of events for member engagement, including forums, webinars, roadshows
• Lead the content development for consumer and member engagements as above, plus newsletters and other communications
• Project management and coordination that is required to seamlessly deliver these engagements
• Change management with members and internal stakeholders helping drive execution of suggested recommendations
• Build and maintain strong relationships with operational teams and work closely with an aligned approach to building value for our customers

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As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role: In a Senior Project Management role you’ll use best-in-breed PM tools to help us deliver products that will change the world of fintech. In this senior role you will work with major banking clients on significant, multi-year, high value lending and capital market projects in Australia and potentially further afield.

What you will be doing:

Working closely with clients, local colleagues and the wider global team you will manage significant projects. You will:

• Manage project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed

• Manage project risk and assist with problem resolution

• Develop, define and execute project plans, project scope, activities, schedules, budgets and deliverables

• Plan and coordinate all aspects of technical projects from initiation through delivery.

• Ensure requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.

• Serve as liaison between technical and non-technical teams

• Working with cross functional teams to delivery projects on time and to budget

• What you will need:

• Significant previous experience in a similar role ideally within Finance/Capital Markets/Lending domains

• Extensive knowledge of project management standards, processes, procedures and guidelines as well as various IT project methodologies and life cycles

• Advanced skills with project management software

• Strong credibility and the confidence to manage relationships with C-Suite clients and be willing to manage difficult conversations as required

• A bachelor’s in computer science, management information systems or business administration or the equivalent experience – PMP (Project Management Professional) certification may be required

What we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A chance to make a difference in the Fintech industry working on major, strategic banking and finance projects

• A flexible and collaborative work environment

• A competitive salary and benefits including medical insurance and employee share scheme

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Report to the Resorts General Manager, you will consider yourself a confident and absolute 'all round' resort leader, as this varied role will see you, build and maintain successful relationships and a positive culture amongst the team to enhance guests and key stakeholders relationships.  You will provide a versatile approach in leadership and support and in all areas of park operations, from Food and Beverage and Events, to Housekeeping and daily operational leadership. 

What You’ll do

• Oversee the smooth running of park day to day operations
• Provide a versatile and hands-on approach in supporting your department heads to ensuring quality standards, effective communication and consistency across all areas of the resorts operation
• Ensure an amazing guest experience and continue to drive the customer journey
• Maintain appropriate levels of employees in all areas of Park operations and ensure the Resort is structured effectively in order to exceed guest service
• Focus on enhancing employee culture and retention
• Oversee and ensure a seamless operation in the Food and Beverage and conference/events space
• Support the General Manager to monitor and manage key business performance indicators
• Monitoring and maintaining a high standard of safety of all guests, visitors and employees
• Proven ability to manage and develop staff of all levels

What you’ll bring 

• You will be able to demonstrate experience in leading or overseeing teams and driving a positive team and guest focused culture
• You will have previous experience as an Operations Manager, Hotel/Resort or Assistant Park Manager, or Head of Department in a large property
• An ability to understand employment awards
• You will demonstrate a flexible attitude to work and the passion to work as part of an operational team who are hands on, confident and have a passion for delivering outstanding guest service
• You walk the talk and can communicate to team members, guests and stakeholders of all levels.
• Previous experience in food and beverage, or events based related management is an absolute bonus

What’s in it for you? 

At Parks & Resorts we are not just about discounts (although you do get these too). We know everyone leads a life of their own and regardless of what stage you are at we have something to suit! 

• Progressive leave and well-being benefits to help you balance all of life's priorities 
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts. 
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more 
• “ME” day – one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year 
• Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements 
• Discounts on all NRMA insurance products including car, home & travel 
• Grow or progress your career and move around the country or across the NRMA Group's business with us. 

Know you belong 

At NRMA Parks & Resorts we celebrate and welcome difference and work together to create an inclusive workplace where our people feel respected, heard, valued and connected no matter what background or experience.  We welcome people from all walks of life and embrace unique perspectives.  

Are you nodding your head as you read this?  Ready to roll up your sleeves and really make a difference? Apply now!  We will be actively recruiting for this position immediately, so do not hesitate.  We cannot wait to hear from you! 

As part of our recruitment process, all employees at NRMA Parks and Resorts are subject to mandatory pre-employment checks.