Apply: Senior Project Manager – Contact Centre Transformation

Reference: BH-184367
Senior Project Manager – Contact Centre Transformation

Location: Sydney
Start Date: May
Employment Type: 12-month contract
EthosBC, in partnership with a leading financial services organisation, is seeking a Senior Project Manager to oversee the business delivery of a large-scale contact centre transformation. This role will focus on operational uplift, customer experience enhancement, and successful stakeholder engagement across a complex enterprise environment.
This is a high-impact opportunity for a business-focused project manager with experience in customer operations, financial services, and enterprise platforms. You’ll lead initiatives that align contact centre transformation to broader business goals, working closely with vendors and cross-functional teams.

Key Responsibilities:
  • Manage the business delivery of a major contact centre uplift project
  • Drive alignment between operational teams, vendors, and internal stakeholders
  • Oversee project governance, timelines, change impact, and business readiness
  • Ensure customer experience and business process improvements are embedded into the solution
  • Partner with technology teams and external vendors to ensure seamless execution
  • Provide clear project updates and insights to executive stakeholders
Ideal Candidate Profile:
  • 10+ years of experience in business project delivery within large, complex organisations
  • Proven experience managing transformation or uplift of contact centre operations or customer platforms
  • Background in financial services, banking, or insurance highly desirable
  • Strong stakeholder engagement, governance, and business change experience
  • Familiarity with cloud-based platforms such as Genesys, Twilio, or Nextgen is advantageous

For further information or to apply confidentially, please click the 'Apply for this job' button.
Company Background:

Ethos BeathChapman (EBC) is a global group of executive recruitment experts in Australia, Asia and EMEA, with a broader network beyond. We connect exceptional people to exceptional companies.

EBC’s mid-sized agility and solutions-focused approach enables us to flex where traditional recruitment agencies have failed, and scale beyond the reach of boutiques. Our multidisciplinary expertise covers corporate and specialised functions across Finance, Technology, Commerce and Government recruitment markets, among others.

Established 2005 in Sydney, EBC today has six offices worldwide in Australia, Singapore, Hong Kong, Japan, Netherlands and the UK. Part of the Nikkei-listed Will Group, Inc, we own Quay Appointments and our staffing and managed solutions specialists, CONNECT.

Let’s connect, and make exceptional happen, together: www.ethosbc.com

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