Senior Operations Team Manager

1 day ago


Bengaluru, Karnataka, India Commonwealth Bank Full time

About Us:

At Commonwealth Bank, we strive to make a positive impact on our customers' financial wellbeing. Our focus is on helping people and businesses achieve their goals and aspirations.

Job Overview:

This is an exciting opportunity to join our team as an Operations Business Lead in Bangalore. As a key member of the Direct Banking team, you will play a vital role in ensuring high-quality customer interactions and driving business performance targets.

Main Responsibilities:

  • Develop and implement coaching and development strategies for your team to meet business performance targets and standards.
  • Collaborate with the business to identify opportunities for process improvements, value adds, and insights.
  • Lead by example and demonstrate excellent customer service skills to ensure consistency across the team.
  • Manage call centre metrics, including adherence to schedule, quality requirements, and productivity measures.
  • Conduct regular chat reviews and provide constructive feedback and coaching to employees.
  • Escalate complex enquiries and manage them within your area of control, providing expert advice and guidance when needed.
  • Assist in implementing policies and procedures to ensure effective contact centre operations.
  • Maintain effective stakeholder relationships within and across businesses.

Key Requirements:

  • Minimum 1-3 years of customer support experience.
  • Self-motivated individual with a passion for leading and inspiring teams to thrive and deliver results.
  • Flexible to work in a 24/7 rotational shift environment.
  • Lending knowledge/experience is desirable.
  • Demonstrated team leadership, coaching, and people management skills.
  • Able to perform well in an ambiguous, fast-paced, and highly regulated environment.

About You:

  • You are a collaborative team player who understands shared success.
  • You are passionate about customer satisfaction and can show initiative and problem-solving skills.

Educational Qualifications:

  • Any graduation qualification.

Estimated Salary Range: ₹800,000 - ₹1,200,000 per annum, based on experience and qualifications.



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