CSN People Capability Manager

2 weeks ago

Lindfield, New South Wales, Australia Commonwealth Bank Full time
You will drive and shape the people capabilities for the largest bank branch network in AustraliaYou are a strategic problem solver Together we place customers at the centre of what we do

See yourself in our team

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.

This role sits within the Customer Service Network (CSN), Continuous Improvement and Accreditation team, which is accountable for providing a stable and always available environment to our customer-facing colleagues, and supporting or driving changes needed to build a brighter future for all. CSN refers to the branch distribution channel encompassing over 650 CBA branches, 4,000+ workforce of customer service, lending and relationship specialists, supported by CBA's state of the art technology and data capabilities.

Do work that matters

As the CSN People Capability Manager, you will lead the development and implementation of the strategic roadmap for People Capabilities for the future branch model. This will include work with stakeholders (including Branch knowledge SMEs, Learning and Development teams and CSN Distribution Strategy) to achieve this objective.

Your role will be to:

  • Drive the annual capability skills process including skills framework review, skills assessment and learning plan development as well as contributing to the Annual Operating Plans and Quarterly Business Review process.
  • Partnering with stakeholders to identify learning needs and opportunities.
  • Setting strategic people goals and supporting leaders to make informed decisions to ensure CSN achieves its objectives.
  • Managing projects, initiatives, and budgets to ensure efficient operations of the capability uplift within CSN.
  • Collaborating and engaging across different teams and business units to ensure we leverage existing knowledge and resources and drive alignment with the CSN Strategy.
  • Process improvement / digitisation / automation of processes to streamline work.
  • Operational responsibilities that are required to execute the capability plan to support CSN.

We're interested in hearing from people with;

  • A Bachelor degree in business, economics, science, design, engineering, psychology or a similar field OR service design / human centre design experience
  • Experience in building out strategies and content to help uplift People Capabilities within banking or another customer centric industry (~5 years business experience)
  • Frontline experience from working with a Financial Services company
  • Advanced approaching problems with a customer centric angle
  • Strong critical thinking, analytical skills and commercial acumen, with demonstrated ability to draw meaningful insights from analysis together with strong Excel and PowerPoint skills for data analysis and reporting
  • Demonstrated ability to lead and execute initiatives from conception to completion, ensuring alignment with CSN goals and timelines with demonstrated proficiency in managing organisational change including communication, stakeholder consulting and engagement, and resistance management.
  • Demonstrated ability to manage and deliver multiple deliverables simultaneously
  • Expertise in designing and implementing strategies to enhance learning and organisational effectiveness, culture and employee engagement.
  • Excellent communication and interpersonal skills to convey complex ideas, influence stakeholders, foster collaboration across teams and business units

What's in it for you?

This is a challenging and rewarding role that provides the opportunity of regular engagement and collaboration with senior leadership across most areas of the CBA group. This role will help shape the future of CSN's workforce as Digital continues to play a key role in how Customers choose to interact with us.

The team works flexibly and is an opportunity to work with a great team of ex-consultants and branch staff who value people's growth and development.

If this sounds like the opportunity you have been looking for, apply now

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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