The Performance Delivery Manager will be responsible for leading and managing high-performing operational teams in alignment with client expectations and business objectives, driving service excellence, operational efficiency, and team engagement. The role ensures delivery against revenue, cost, and SLA targets while fostering a culture of accountability, continuous improvement, and values-based leadership.

KEY RESPONSIBILITIES

1. OPERATIONAL DELIVERY & PERFORMANCE

• Lead the day-to-day operational performance of assigned teams and ensure consistent delivery against agreed targets.
• Monitor productivity, quality, service levels, revenue, cost, and operational efficiency.
• Ensure team performance aligns with client SLAs, internal KPIs, and business objectives.
• Review workflow, resource allocation, operating models, and team structures to improve efficiency and consistency.
• Identify operational bottlenecks and implement practical improvements.
• Use performance data to identify trends, risks, gaps, and improvement opportunities.
• Drive accountability across team leaders, supervisors, and team members.
• Support the achievement of collection targets, contact strategy outcomes, quality standards, and customer experience measures.
• Ensure operational reporting is accurate, timely, and useful for decision-making.

2. CLIENT & STAKEHOLDER MANAGEMENT

• Act as a key operational contact for assigned clients.
• Build trusted, professional and value-driven client relationships.
• Manage daily, weekly, and monthly client communication.
• Prepare and present performance updates, operational reports, risk updates, and improvement plans.
• Participate in client reviews, audits, operational meetings, and governance forums.
• Understand client priorities, pain points, and commercial expectations.
• Support client retention by ensuring service reliability, transparency, and proactive issue resolution.
• Escalate matters appropriately and ensure corrective action is taken when service delivery risks arise.
• Lead the operational relationship and service delivery for Banking and FinTech client portfolios.
• Serve as the primary point of contact for designated Banking and FinTech clients, building trusted, strategic relationships across operational and leadership levels.
• Develop a deep understanding of client business models, customer journeys, regulatory environments, and commercial priorities.

3. PEOPLE LEADERSHIP & TEAM DEVELOPMENT

• Lead, coach, and develop team leaders, supervisors, and operational teams.
• Set clear expectations around performance, behaviour, accountability, and service standards.
• Conduct regular performance conversations and support formal performance review processes.
• Identify capability gaps and work with HR/training teams to improve skills and readiness.
• Build succession plans for key roles within the operational portfolio.
• Support recruitment, onboarding, workforce planning, and retention initiatives.
• Promote a positive, respectful, inclusive, and performance-driven team culture.
• Address underperformance early and fairly.
• Recognise strong performance and create development opportunities for high-potential team members.
• Encourage a culture aligned to the organisation's WECARE values: Willing, Ethical, Courageous, Accountable, Respectful, Exceptional.

4. COMMERCIAL & FINANCIAL PERFORMANCE

• Understand the financial drivers of the operation, including revenue, cost, productivity, and margin.
• Support budgeting, forecasting, and resource planning.
• Monitor cost-to-serve and identify opportunities to improve profitability.
• Analyse performance against financial targets and recommend corrective actions.
• Balance client expectations with operational cost control.
• Support the Head of Operations – Offshore with planning, business reviews, and commercial performance updates.

5. COMPLIANCE, RISK & QUALITY

• Ensuring operational compliance with company policies, client requirements, and regulatory expectations.
• Supporting compliance with standards such as ISO 9001, ISO 27001, ISO 45001, IRAP, and PCI DSS, as referenced in the PD.
• Managing risks related to quality, information security, business continuity, health and safety, and environmental requirements.
• Ensuring teams understand and follow data privacy, confidentiality, and information security expectations.
• Supporting audit preparation and responding to audit findings.
• Escalating risks, incidents, and non-compliance matters promptly.
• Embedding a culture of quality, accuracy, and accountability across operational teams.

6. CONTINUOUS IMPROVEMENT & CHANGE

• Lead practical process improvement initiatives.
• Identify inefficient workflows and implement changes that improve speed, quality, cost, and client outcomes.
• Use data, root-cause analysis, and frontline feedback to improve performance.
• Support technology, automation, reporting, or system improvement initiatives where relevant.
• Help teams adapt to business change, new client requirements, new systems, or revised operating models.
• Contribute to broader operational planning and innovation efforts.

DETAILED EXPERIENCE REQUIREMENTS

Candidates should ideally bring:

• 5+ years' experience in operations leadership, preferably within a BPO, contact centre, collections, customer service, financial services, or outsourced service delivery environment.
• Experience managing high-volume operational teams with measurable KPIs.
• Previous responsibility for service delivery, productivity, quality, revenue, cost, and client outcomes.
• Demonstrated experience leading team leaders, supervisors, or multi-layered operational teams.
• Experience preparing performance reports, analysing trends, and presenting updates to senior leaders or clients.
• Exposure to workforce planning, rostering, resource allocation, workflow management, or capacity planning.
• Experience working in a compliance-driven environment where confidentiality, data protection, quality, and risk management are critical.
• Demonstrated ability to handle escalations, performance issues, conflict, and operational pressure.

Highly Desirable Experience

• Experience in collections operations, debt recovery, financial services outsourcing, credit management, banking operations, insurance operations, or customer account management.
• Experience working with offshore clients or within an offshore service delivery model.
• Exposure to Australian, New Zealand, or Pacific client portfolios.
• Experience with ISO standards, PCI DSS, information security requirements, or business continuity frameworks.
• Experience improving operational workflows, introducing new processes, or leading continuous improvement projects.
• Experience partnering with HR on recruitment, onboarding, training, performance management, engagement, and succession planning.
• Exposure to CRM, dialler, workforce management, reporting, QA, or case management systems.

QUALIFICATIONS

The candidate should ideally hold:

A Bachelor's degree in Business Administration, Operations/Project Management, Commerce, or a related field.

5+ years of practical experience may be considered where the candidate has strong industry experience and proven operational leadership capability.

DESIRABLE QUALIFICATIONS

The following would be advantageous:

• Postgraduate qualification such as an MBA, Postgraduate Diploma in Business, Project Management, Operations, or Leadership.
• Contact centre management or customer operations certification.
• Training in leadership, coaching, people management, or performance management.
• WHS/OHS, quality management, risk management, or compliance-related training.

TECHNICAL SKILLS REQUIRED

The ideal candidate should have strong working knowledge of:

• Contact centre or BPO operating models.
• SLA and KPI management.
• Productivity and quality reporting.
• Workforce planning and resource allocation.
• Budgeting, cost control, and operational financial analysis.
• Root-cause analysis and process improvement.
• Risk, compliance, quality, and information security requirements.
• Performance management and coaching frameworks.

LEADERSHIP ATTRIBUTES

The ideal candidate should demonstrate:

• Strong operational discipline and commercial awareness.
• Emotional intelligence and resilience.
• Calm decision-making under pressure.
• Clear communication and confident presentation skills.
• Strong accountability.
• Ability to build trust with clients, teams, and senior leaders.
• Values-led leadership aligned to WECARE. Encourage a culture aligned to the organisation's WECARE values: Willing, Ethical, Courageous, Accountable, Respectful, Exceptional.

Click the APPLY NOW button, attach you updated CV, Cover Letter with 2 recent referees before 18 July 2026.

Pacific People and our client partners are Equal Employment Opportunity employers