Senior Manager Contact Centre Improvement

2 weeks ago

Lindfield, New South Wales, Australia Commonwealth Bank Full time

See yourself in our team:

CommSec is Australia's leading online retail stockbroker providing customers with access to a range of products, easy-to-use investment tools, and resources to put them in control of their investment decisions.

Our focus on digital capability ensures we are investing in our growth to deliver a seamless customer experience, listening along the way and applying analytics and innovation to improve our customer's experience. You will be part of a team who have a diverse mix of experience, collaborate well and hold our customers at the centre of everything we do. We are committed to understanding our customers, and delivering insights and creative solutions, to drive sustainable business growth.

Vibrant leadership is what drives us forward
As a Senior Manager within the Customer Engagement Team, you'll thrive in an achievement-oriented environment providing leadership to team members who deliver extraordinary customer experiences each and every day.

You will lead a team that is critical in supporting our customers as they interact with our services. By identifying pain points and helping redesign existing service models we exist to improve customer experiences. The role will both lead and assist with diagnosis, support and management of service improvement activities.

Do work that matters:

This role is key to supporting our customers as they interact with our services. By identifying pain points and helping redesign existing service models we exist to improve customer experiences.

The role will both lead and assist with diagnosis, support and management of service improvement activities.

On any given day you will:

Running a team of people that lead small and large-scale initiatives to improve services for our customers and colleaguesFrame a problem, and use a variety of problem-solving approachesLead the thinking around HCD approaches to tackle everyday business problems including providing thought leadership when representing the teamGather and analyse quantitative and qualitative data to understand Voice of Customer, construct process maps & service blueprints to communicate improvement opportunitiesDefine critical outcome metrics, recommend solutions and develop into front door opportunities for prioritisation by product and digital teamsHave overall responsibility for developing prioritised initiative roadmap to maximise both customer and employee benefitsInvolve and equip people in the process, undertake improvement activity in a systematic way putting in place means to monitor the progressAssist with the development of change management plans and associated training, documentation and schedulingContribute to a work environment that fosters high performance and collaborationA passion for developing talent, enhancing capability and coaching people to achieve their full potential

We're interested in hearing from people who possess a combination of the below:

Strong customer mindset coupled with commercial acumenAbility to thrive in an agile and dynamic environmentPractitioner of Human Centred Design approachesPractical experience or sound knowledge of Process and Business Improvement methodologies including Lean Six SigmaExperience in service design methodologiesDemonstrate sound experience in business analysisDemonstrate expertise in delivery of process improvementsAbility to build and leverage internal relationships with sound communication and influencing skills.Critical thinking and ability to challenge the status quoDemonstrated ability in building high performing teams

We pride ourselves on attracting and selecting the best, and to us that means finding talent who demonstrate the CBA Values (Integrity, Accountability, Collaboration, Service, and Excellence) with every interaction.

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

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Advertising End Date: 15/06/2024

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