Concierge Audio Visual Management Leadership level Leading Self Job level 4 Job family Division / department Reports to manager job title Number of direct reports Financial accountabilities Key relationships Location of role Information Technology IT@AMP Service Management Incident and Problem Manager None None e.g. CIO, IT Directors, Projects@AMP, Heads of Technology and Heads of Services, EA/PA network Sydney, Circular Quay The AMP Promise & Our Strategy to Help AMP s vision is to be Australia s and New Zealand s favourite financial services company by 2020. Our company was founded in 1849 on a simple promise - to provide financial security so people could live with dignity. Our promise is to help people own tomorrow. Helping people: it s why we began more than 160 years ago, and why we continue. Helping people own tomorrow is a powerful purpose. It has the capacity to make us the company that so many people trust and recommend that we become Australia s and New Zealand s favourite financial services company. That s what we are aiming for by 2020. AMP s Culture Bringing our Promise to life Our Promise is help people own tomorrow, and our Practices bring our Promise and customer experience to life. AMP s six simple practices were formed from really listening to our customers, and they define the way we work together to help our customers. They inform our thinking, actions and decisions; the design of every offer, process and system; and every customer experience. Together, the six AMP practices describe how we work at AMP to deliver the experience our customers want:
Our customers are at the core of AMP s culture. We believe that what s best for our customer is what is best for our business. We have profound empathy for our customers. We deeply understand their needs, goals, challenges and hopes. We re obsessed with helping our customers live their best life, because that s how we define our own success. AMP employees understand how their work contributes to the strategy and creates customer value. Professionalism and integrity are core to the way we work, we collaborate across the business in service of our customer. We eliminate non-value work that doesen t align and quickly learn and adapt to achieve better outcomes.
The IT@AMP function IT@AMP sits within AMP s Group Functions and is the technical hub of AMP, partnering with AMP business units to design, deliver and manage innovative technology solutions that meet the current and future needs of customers. Our vision is to be recognised as AMP's technology innovators and integrators, applying world-class best practice standards and processes. The IT@AMP team is talented and they seek to recruit passionate and skilled people who want to achieve their best. Our high performance culture recognises and rewards people for their contribution and enables them to develop and grow their skills and capabilities in-line with their career goals. Our strategy focuses on four pillars: Our Customers, Agility, Efficiency and our People & Partners Purpose of the team Service Management manage the availability and performance of AMP s IT systems and infrastructure and have governance responsibilities for IT@AMP s production service level agreements. Our core areas of focus include managing day-to-day service issues, changes to the IT environment, planner support through the Adtech Helpdesk, and managing infrastructure platforms and services provided by outsource partners
Purpose of the role The primary purpose of the concierge is to provide direct training and support to the end-user community using the video conferencing systems, and audio visual systems that may be integrated into these systems and delivered by Optus Managed Collaboration Services. The Concierge is expected to be well presented, with strong communication skills and demonstrate the flexibility to work within customer environments whilst adhering to the expectations of the customer internal processes. The Conciege has the previous experience working on-site in corporate environments and qualified to use the video conferencing system deployed and have the additional audio visual technical skills for the integrated systems. Main focus areas The day to day responsibility of the Concierge is to provide hands-on assistance to end users, including executive level, displaying an aptitude for the technology, escalating related incidents to the VNOC (Optus Managed Collaboration Service Desk) and maintaining strong communication between the customer and Optus support team. Key Attributes of the Concierge is: Accountability and autonomy are significant as the Concierge represents a broad range of stakeholders within the customer environment and is responsible for decision making and delivering outcomes in the context of support This is a proactive role, involving health checks on a daily basis, initiating and setting up meetings and ensuring all equipment is functioning ahead of time to ensure smooth operation when required. Customer Experience Provide training and instruction in the correct operation of video conferencing equipment and related audio visual equipment such as laptop presentation and room integration Provide support for conference events, and preparation of such events, as directed by the user Provide a clear and helpful interface between the support team, or other third parties and the end-user when supporting conference events or troubleshooting incidents outside of a conference event Provide direct assistance to the user community following best practices for scheduling video conferences and assist with any part of the booking lifecycle (i.e. modification or cancellation) Provide direct assistance to the user community following best practices for creating, attending and running a video conference Provide focused executive support and assistance for video conference events to ensure smooth operations. Track and document all requests for reporting purposes Meet or exceed customer service SLAs Represent customer needs in a fast moving fluid business environment Increase customer loyalty through positive engagement attributable to communication, knowledge and responsiveness
Compliance Contribute to the retention of customers through positive engagement attributable to communication, knowledge and timely response. Integrity of information communicated to customers at all times All relevant issues are communicated proactively with the Manager/Team Leader through clear lines of communication. Process and Procedure Adhere to customer processes and procedures including Change process, Transition process, incident and problem management processes Complex MACs and Transitions are completed as scoped and in the timeframe that was committed to the customer. Communication and Teamwork Work with the broader support team to meet customer and team requirements, providing a seamless and united service Work with other groups within the customer to meet customer security requirements Share knowledge of customer network, tools and systems with your peers Role specific capabilities Corporate customer environments experience mandatory A highly motivated and can-do attitude is Customer Experience, Integrity and Focus Competencies required Good Communications Skills Working knowledge of event management Experience required Minimum five years experience required, (AV & VC) Qualification/s required