Senior Contact Centre Change & Communications Manager

Company:

Mercer

Description:

Mercer is seeking a strategic and collaborative Senior Change & Communications Manager to join our Contact Centre Leadership Team in Melbourne. This role leads the delivery of strategic change initiatives across the Contact Centre, ensuring changes are well designed, clearly communicated, adopted successfully, and embedded into business-as-usual operations. You’ll also own governance and continuous improvement of the Contact Centre knowledge base to enable consistent, high-quality service delivery.

You’ll play a key role shaping how change is delivered end to end across Admin Operations, improving adoption, strengthening knowledge management and learning, enabling better service outcomes for colleagues and customers. This is a great opportunity for someone who enjoys influencing across the business, bringing structure to complex change, and supporting team performance through clear communication and practical solutions.

We will count on you to:

• Lead and manage a portfolio of change initiatives end-to-end, including milestone delivery, dependencies, risks, and delivery governance.
• Conduct change impact assessments and translate impacts into practical operational outcomes (process, training, knowledge articles/collateral, business and customer impacts).
• Manage knowledge & learning including governance of the knowledge base.
• Coach and support team members to build capability and engagement.
• Partner with senior leaders and key stakeholders to deliver great business outcomes.
• Develop and deliver clear, timely, action-oriented communications so teams understand what’s changing, why, when, and what they need to do.
   

What you need to have: 

• Experience in a strategic change management role in a complex business, with experience in a Call Centre environment preferred.
• Demonstrated ability to proactively identify and assess complex Call Centre business challenges and develop fit-for-purpose solutions and end to end delivery approaches.
• Demonstrated capability in driving rapid change delivery, including change arising from legislative requirements.
• Excellent stakeholder engagement skills with the ability to influence, negotiate, facilitate discussions, and drive outcomes at all levels.
• Strong communication and presentation skills (preparation & presentation) with a proactive work ethic and comfort operating in ambiguity and constant change.
   

Why join our team:

• We support you to be your best through professional development opportunities, engaging work and supportive leaders.
• We nurture a vibrant and inclusive culture where you’ll collaborate with talented colleagues to create innovative solutions and make a positive impact on our clients, their communities and each other.
• Our scale enables us to provide a variety of career opportunities, as well as benefits and rewards to enhance your well-being.

Please apply using the link below, applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.