Operations Team Leader

Organization: At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets and aspirations. Each of us globally is dedicated to offering outstanding service, excellent advice and intuitive solutions to help our customers manage their finances in the ways they want to. Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Operations Team Leader

Location: Bangalore

Business & Team: The Direct Lending business brings together all Home Loan and Consumer Lending activity across Retail Banking Services (RBS). This area is critical to the development of a seamless multi-channel operation giving customers access to an optimised lending experience based on how their preferred channel of interaction.

 The CSD Consumer Lending team is an integral part of Direct Lending Business who assist the retail bank customers by identifying and resolving their lending enquiries through quality conversations over messaging services, we support our customer in a 24/7 environment.

Impact & contribution: Utilise advanced expertise and a broad range of concepts, technology and domain knowledge to develop and deliver world class software solutions to 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.

If you have a history of building a culture of empowerment and know what it takes to be a force multiplier within a large organisation, then you're the kind of person we are looking for.

Roles & Responsibilities:

• 0-13 years of experience in Customer support and banking domain and team leading
• As a Team Manager in Consumer Lending, you will lead, coach, develop and inspire your staff to fulfil the bank's purpose of "improving the financial wellbeing of our customers and communities". You will be supporting a team of motivated and driven Consumer Specialists.
• Providing your team of direct reports with coaching & development to meet business performance targets and standards.
• Ability to understand the process and provide value adds, insights and continuous improvement opportunities within your business.
• To assist targets being achieved by providing high quality and consistent interactions. 
• Managing the team to ensure your teams call centre metrics such as adherence to schedule, quality requirements and productivity measures are met. 
• Conducting regular chat review and provide appropriate feedback and coaching to employees. 
• Managing complex enquiries and complaints within area of control, act as point of reference for escalated enquiries. 
• Assisting in the implementation of policies and procedures to ensure the effecting running of the contact centre. 
  Maintains effective stakeholder relationship within and across businesses.
• Is aware of impact and importance of Risk and Compliance requirements within a banking contact centre environment.

Essential Skills:

• 7+ years of industry experience as a Customer Support
• You are a self-motivated individual who is passionate about leading and inspiring your team to thrive and deliver results. You are also a change leader and have a growth mindset. 
• You are 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. 
• You collaborate well & understand shared success.  
• You are passionate about customer satisfaction, can show initiative; and problem solve for a wide variety of situations.

Educational Qualifications:

• Bachelor's degree in business management/ business administration/ commerce

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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