Total 6 Manager level Customer Service job vacancies in SYDNEY

Empower Australia’s Payments Future with Cuscal 

Ever tapped your phone to buy a morning coffee, or made a purchase from your favourite online store? Chances are, we’ve made it happen.    

At Cuscal, we’ve been at the forefront of payments innovation for almost 60 years, enabling seamless, secure solutions that millions of Australians rely on every day. From launching Australia’s first ATM to being the first certified Australian fast payments Payer and Initiator in 2022, we’ve always pushed boundaries — and we’re not stopping now.   

We are a listed public company (ASX:CCL) with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers.   

In December 2025, Cuscal expanded its scale and capability through the acquisition of Indue, bringing together two established Australian payments providers with deep roots in the mutual and broader financial services sector. The combination strengthens our B2B focus, broadens our payments and regulated data services offering, and increases our ability to support banks, fintechs and corporates with resilient, secure and future‑ready solutions 

We are looking for a Customer Experience & Process Optimisation Manager  to join our Client, Growth & Strategy Team, supporting our Contact Centre in enterprise initiatives, audits, and transformation programs. 

The Customer Experience & Process Optimisation Manager is accountable for improving customer experience, operational efficiency, and fraud outcomes across Call Direct and Fraud Operation. The role owns customer experience design by leading business analysis and process improvement capability, owning workforce planning, reporting, telephony optimisation, and driving consistent operational standards across the contact centre. Responsibilities for the role sitting across 4 key areas 

1) Customer Experience & Process Optimisation

• Analyse, map, and redesign client and customer-facing processes to reduce friction and improve service delivery outcomes 

• Develop and maintain end‑to‑end customer journey maps to identify and address pain points across all contact centre touchpoints 

• Translate customer, client, and team feedback, complaints, sentiment analysis, and client effort scores into actionable insights 

2) Workforce Planning & Performance Management 

• Own workforce planning across forecasting, scheduling, and resourcing to support service demand and efficiency targets 

• Provide specialist advice to Fraud Operations leadership on workforce planning and capacity management 

3) Operational Improvement & Change Delivery 

• Maintain and support the Contact Centre Improvement Program, including prioritisation and progress tracking   

• Identify operational inefficiencies across workflows and workforce models and design targeted improvement initiatives  

• Define and implement structured process optimisation approaches across manual and automated processes 

• Document, execute, and track process improvement plans through to measurable benefit realisation  

• Deliver regular operational performance reporting against SLAs with clear insights, trends, and recommendations tailored to audience needs 

4) Technology, Telephony & Automation 

• Lead operational ownership of contact centre telephony tools, ensuring configuration and performance  

• Develop and maintain telephony design, flow, and call routing documentation 

• Identify and support automation and technology initiatives that improve efficiency and fraud outcomes.  

• Contribute to future technology investment planning and business continuity planning for contact centre platforms 

About You 
You bring hands-on experience improving contact centre customer experience and operational performance, with strong capability across process design, workforce planning, and performance reporting. You are comfortable owning complex contact centre initiatives end to end, working with Fraud Operations, technology teams, and senior leaders to deliver measurable service, efficiency, and fraud outcomes.

• Extensive experience working within contact centres, multichannel operations, Financial services or similar fast paced and ever evolving environment. 

• Sound knowledge of business process modelling and workflow documentation 

• Proven experience in project and change management analysis, data performance and or business analysis, process improvement, or data analysis. 

• Strong analytical skills, quickly understanding complex concepts and translating them into actionable insights 

• Proficiency in Microsoft Office Suite, JIRA, Confluence, and data visualisation tools

Why Cuscal?    

We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.    

Next Step    

If you’re excited to join a company that’s shaping the future of how Australia moves money, we’d love to hear from you.  Apply now and let’s explore who you are, what drives you and how you can contribute to our vision for the future.    

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.      

 Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms. 

Proudly welcoming First Nations talent

At NRMA, we honour the stories, knowledge, and unique strengths that First Nations peoples bring to our organisation. As we move towards a cleaner, more sustainable future, we invite you to join us in making a real impact for Communities and Country.

We’re seeking a passionate and experienced First Nations leader to join our Roadside Contact Centre as a Team Manager. This is an Identified role, open only to Aboriginal and/or Torres Strait Islander peoples. Your lived experience, Cultural knowledge, and leadership will help us embed First Nations protocols into our daily operations and team culture.

What You’ll Do

• Lead, coach and develop a high-performing team of Contact Centre Consultants to achieve excellence in customer service and operational targets.
• Act as a role model and mentor, providing culturally appropriate leadership and guidance for First Nations employees.
• Champion a culturally safe, inclusive and respectful team environment.
• Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolution.
• Support the professional development and wellbeing of team members, identifying training needs and opportunities.
• Promote awareness and understanding of First Nations cultural issues within the workplace.
• Contribute to ongoing improvement of Contact Centre processes and customer experience.
• Participate in recruitment and onboarding of new team members from identified backgrounds.
• Track and report on cultural training, mentoring participation, and relevant Reconciliation Action Plan (RAP) KPIs.
• Escalate risks or barriers to cultural safety and recommend remedies.
• Maintain accurate member records and data integrity across systems.

Your Working Hours

35 hours per week on a rotating roster, with shifts scheduled between 7am and 7pm, Monday to Sunday. Includes 1 in 3 weekends and some public holidays as part of the rotation.

What You’ll Bring

• Identify as Aboriginal and/or Torres Strait Islander and are accepted by your Community.
• Demonstrated experience and lived knowledge of working with Aboriginal and/or Torres Strait Islander peoples and communities.
• Proven leadership skills, with the ability to motivate, coach, and support a diverse team.
• Experience in a contact centre or customer service environment.
• Strong communication and interpersonal skills.
• Commitment to delivering excellent customer service.
• Understanding of issues affecting First Nations in the workplace and community.
• Ability to work flexibly in a fast-paced, dynamic environment.

This position is open to Aboriginal and/or Torres Strait Islander applicants only. Under the provisions of section 126 of the Anti-Discrimination Act 1977 (NSW), an exemption is given from sections 8 of the Anti-Discrimination Act 1977 (NSW) to the NRMA to advertise, designate and recruit roles for Aboriginal and/or Torres Strait Islander people only.

What’s in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to 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 Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know You Belong

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.

Ready to make a difference? Apply now – we can’t wait to hear from you! Or visit our careers site to find out more.

For a confidential yarn about the role or your application, contact us at Rich Smith rich.smith@mynrma.com.au or apply now

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

The Head of Voice of the Customer (VOC) is responsible for leading and embedding the organisation’s understanding of member needs, expectations and experiences across the end‑to‑end superannuation journey.

The role leads and evolves the VOC strategy, member / employer research and insight ecosystem that captures, interprets and embeds member sentiment - leveraging research, data, analytics and feedback channels to drive actionable insights.

By championing a member‑led culture and partnering across product, marketing, service, workplace, digital and operations teams, the role ensures decisions are informed by clear, evidence‑based member insights, driving improved member experience, trust, engagement and long‑term member outcomes.

Key Accountabilities/Responsibilities

Lead Enterprise Voice of the Customer Strategy

• Develop and execute Rest’s enterprise-wide VOC strategy, ensuring the systematic and consistent capture of member and employer feedback across all channels.
• Establish and maintain a unified VOC framework that supports strategic planning, service design, and continuous improvement initiatives.
• Manage all VOC data pipelines, feedback systems, and measurement programs including NPS, CSAT, complaints analysis, survey programs, journey analytics and unstructured data capture.
• Expand listening programs across digital, contact centre, employer interactions, adviser networks, and emerging channels, in line with strategic priorities.
• Influence business owners to respond to VOC findings with meaningful action, tracking improvements against defined metrics.

Lead Member Research, Insights and Analytics

• Lead qualitative and quantitative research programs that uncover actionable insights about member needs, behaviours and pain points.
• Develop robust insight methodologies (e.g. segment analysis, journey diagnostics, sentiment analytics, behavioural insights) to support evidence‑based decision making across the organisation.
• Ensure insights are translated into practical recommendations that drive material improvement in member outcomes.
• Drive enterprise awareness of member needs through storytelling, dashboards, insights packs and strategic presentations.

Understand the Member Experience

• Across key member journeys, deeply understand the end-to-end member experience by channel and interaction type. Identify and monitor key metrics and feedback loops that allow the early identification of friction or poor experience.
• Highlight systemic issues and opportunities at both journey and strategic levels.
• Work closely with Strategy, DTD, Risk, Services, and Product teams to ensure member voice is embedded into decision-making, prioritization and delivery.

Lead Experience Design

• Map signature experiences aligned to strategic priorities to understand current state and future opportunities.
• Lead the experience design function working with business teams to evolve member experiences to meet the needs of member and employer audiences into the future.

Govern Insight Quality, Integrity and Compliance

• Ensure data accuracy, methodological rigour and compliance with privacy, regulatory and ethical standards across all VOC and research activities.
• Maintain measurement consistency across channels and journeys, ensuring comparability and high data integrity.

Build a High Performing Team

• Lead, coach, and develop a multidisciplinary team spanning research, insights, analytics, and CX measurement.
• Foster a culture of curiosity, evidence‑based thinking, accountability, and continuous learning.

Moving into our Customer Service Team Lead role you will provide day-to-day management for the Customer Service Team in their respective region and be a friendly and efficient first point of contact for all visitors to our facilities.   

As our Customer Service Team Leader, you will also act as the first escalation point for all matters relating to the team, facility, service requests and incident management to ensure the highest standards of customer satisfaction are achieved. Championing this role, you will also be responsible for managing front of house relations across multiple sites.  

• Working location: Sydney
• Working arrangement: Onsite, Monday to Friday, 8am to 4pm or 7am to 3pm

Some of the tasks you’ll be responsible for:  

• First-line people management across multiple sites – regular 1:1s, constructive feedback, identifying and resolving any performance issues, performance reviews, etc.   
• Manage last minute shift changes, sourcing solutions to cover unplanned leave    
• Ensuring adequate resourcing of staff, manage leave requests and design and manage the staff roster   
• Managing front of house across multiple sites   
• Acting as the first point of escalation for your team, providing efficient and effective resolution to issues    
• Continuous improvement reviews for processes and best practices.  

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

The Head of Service Provider Management, Investments, leads the investment function delivery for vendor relationship management, commercial renewals, renegotiations and invoicing, procurement & project team vendor support, and regulatory compliance. The role works for Rest members and achieves outstanding internal and external relationships with Rest colleagues and service providers, and achieves world class vendor management, including cost savings in members best financial interests.

Reporting to the General manager, Investment Governance, this role leads and coordinates the service provider management and Know Your Customer (KYC) counterparty team. The role takes an active approach to managing the relationships with the investment team service providers and vendors, builds and implements the processes and structures to achieve world class service provider and vendor management, and ensures compliance to Rest’s centrally developed service provider management policies and guides.

• Lead, manage and inspire the Service Provider Management and KYC counterparty team, supporting planning, prioritisation, process improvement and innovation, capacity, capability, high performance, collaboration and partnering.  
• Provide service provider management and procurement expertise, working with business owners and leads, subject matter experts (SMEs), project teams, and supporting the general manager, investment governance.
• Lead key service provider and vendor relationships, including commercial negotiations, in partnership with the business owner or business lead and SMEs & Procurement, communicating achievements, challenges and ongoing management outcomes
• Lead the implementation of Rest’s service provider management policies and procedures within investments, including those related to CPS230 compliance including due diligence and ongoing governance, and any other relevant regulatory and legislative obligations, and Rest’s strategic objectives. 
• Achieve vendor cost reductions and track financial metrics, working closely with the Finance to secure competitive commercial outcomes, support investment cost forecasting, and demonstrate measurable member best financial interest value.
• Prepare and present the required and appropriate reporting to the management investment leadership team, the management investment risk committee and any other relevant governance reporting to support business outcomes.

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

The Service Provider Manager, Investments, is part of a small high performing service provider team covering vendor relationship management, commercial renewals, renegotiations and invoicing, procurement & project team vendor support, and regulatory compliance. The role works for Rest members and achieves outstanding internal and external relationships with Rest colleagues and service providers, and achieves world class vendor management, including cost savings in members best financial interests.

Reporting to the Head of Service Provider Management, Investments, this role takes an active approach to managing the relationships across the investment team service providers and vendors. The role supports the Investments function’s service provider and vendor management capability, to enable Rest Investments to become world class. Critically, this role will ensure compliance to Rest’s centrally developed service provider management policies and guides.

• Build effective relationships with Rest’s material service providers, non material service providers, and other vendors to ensure services are meeting the required standards and Rest is achieving value for money.
• Build effective relationships and communicate well with the Investment team Business Owners, Business,Technology and Data Leads, and other key subject matter experts and users to ensure ongoing services are maintained and the investments function is ready to undergo contract renewals, and re-negotiations.
• Determine service levels for the Service providers within the remit, working with the Business owners to agree the key performance indicators and run governance to review and report on service providers adherence
• Work closely with the Rest Procurement and Supplier Governance team, supporting the implementation of the Rest Supplier Governance policies, and guidelines across vendors, including those related to CPS230 regulatory compliance.
• Drive both healthy vendor relationships and cost savings on behalf of Rest’s members, tracking spend, being across invoicing, user licences, and work closely with the Investment Finance Partnering team to ensure costs and cost savings are budgeted for and forecasted.
• Apply innovative solutions to the overall management of investment service providers, working with the Service Provider team and outside of the team to achieve results, this includes service provider due diligence.
• Lead or participate in any other tasks which help support the Investments function better manager service providers and other vendors.