Operations Director
3 weeks ago
Organization: At Commonwealth Bank, we strive to make a positive impact on our customers' financial well-being. Our focus is on delivering exceptional service, providing excellent advice, and offering intuitive solutions to help our customers achieve their goals.
Business & Team:
The Direct Banking business is a critical component of our Retail Banking Services, driving the development of a seamless multi-channel operation that provides customers with an optimized lending experience. Our team plays a vital role in assisting retail bank customers by resolving their lending enquiries through quality conversations and messaging services, all within a 24/7 environment.
Impact & Contribution:
As an Operations Director, you will utilize advanced expertise and a broad range of concepts, technology, and domain knowledge to develop and deliver world-class software solutions that meet business needs. You will contribute to the financial well-being of our customers by ensuring that our team builds the best solutions possible using modern development practices that ensure both functional and non-functional needs are met.
Roles and Responsibilities:
- Daily SLA management, reporting, and governance
- Conducting audits on TL KPIs as designated and required by the business
- Team performance management through effective leadership and guidance to Team Leaders and designated operational spans as guided by the business
- Shrinkage and Attrition governance
- Team Engagement – designing and driving effective people engagement, career progress, and development initiatives to contribute to the Voice of the Employee experience
- Governance and Reporting of Productivity within messaging spans
- Able to understand Support functions and collaborate across functions to strategize, design, and implement optimization of delivery potential
- Sound knowledge of processes and policies and can drive insights and lead continuous improvement
- Participates and/or leads Governance meetings representing designated spans and can provide overall business performance insights and betterment opportunities – valued adds
- CAN identify, implement, run Projects in collaboration with internal stakeholders/teams
- Is analytical and able to conduct effective performance, Risk, and Business RCA to provide relevant insights to the leadership team and relevant stakeholders across CBA, as and when necessary
- Manages internal stakeholders, builds, maintains, and promotes a healthy work environment across businesses
Essential Skills:
- 12 years of overall experience
- Self-motivated individual with a passion for leading and inspiring teams to thrive and deliver results
- Change leader with a growth mindset
- Flexible to work in a 24/7 rotational shift environment
- Lending knowledge/experience is desired
- Demonstrated team leadership, coaching, and people management skills
- Able to perform well in an ambiguous, fast-paced, and highly regulated environment
- Collaborates well and understands shared success
- Passionate about customer satisfaction, can show initiative, and problem-solve for a wide variety of situations
Qualifications:
- Any Graduate and above
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through a different process. We're keen to support you with the next step in your career.
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