Senior Manager, Channel Optimisation

Key Responsibilities

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.

Qualification & Requirements

• 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.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…