Team Manager

1 week ago

Sydney, New South Wales, Australia Commonwealth Bank Full time

Do work that matters


Contact Services are a national inbound contact centre responsible for handling enquiries, prioritising escalations and managing complaints in relation to the processes performed across Consumer Finance &Everyday Banking Operations, Retail Lending Operations and PSU.

We currently operate in Melbourne and Sydney and handle enquiries relating to Home Loans, Deceased Estates, Credit Cards and provide support to our Retail network regarding policy and procedures.


See yourself in our Team


We have an exciting opportunity for an experienced Leader to step into our Contact Services Manager position on a
Permanent and 12 month secondment.

This Contact Services Manager will be responsible for leading a team of approx.

15 agents within the Home Loan Contact Centre located in Sydney, which receives on average 3000 calls/day from:

  • Solicitors and conveyancers seeking progress updates and bookings for purchases and discharge settlements
  • Branches enquiring about a wide variety of matters relating to the home loan process

Core responsibilities


As a Team Manager you will be required to lead from the front and motivate your team to achieve their best, whilst providing strong coaching and promoting development opportunities.


You will also be responsible for:

  • Leading a team to drive customer outcomes that are right first time and within the agreed timeframes
  • Leading the day to day running of the team by monitoring and analysing team performance and workflows, utilising standardised systems and reporting
  • Identifying, driving and delivering continuous improvement and efficiency enhancements to create experiences our customers love
  • Building internal and external relationships through the use of superior stakeholder management techniques and customer service skills
  • Planning and executing risk mitigating procedures and reporting and discussing the results of your risk management
  • Confidently lead the team through proposed changes driven from project and BAU initiatives.
  • Contribute to the development and implementation of change management plans and activities that impact the business.

About you


You will be an experienced team manager with strong people management skills, who can comfortably provide support, mentorship and development to their people to create a strong team environment.

You will also have sound knowledge of Home Loans products, in particular the settlement process, which will enable you provide insights to your team on best practice.


Other qualities you possess include:

  • Effective customer service, stakeholder management and negotiating skills
  • Attention to detail, accuracy and ability to work to deadlines.
  • Ability to set performance targets and motivate / coach team members to achieve.
  • Demonstrated ability to drive a continuous improvement culture within a team.
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Advertising End Date: 26/03/2023

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