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Senior Manager Contact Centre Improvement

3 months ago

Sydney, New South Wales, Australia CommBank 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 colleagues
  • Frame a problem, and use a variety of problem-solving approaches
  • Lead the thinking around HCD approaches to tackle everyday business problems including providing thought leadership when representing the team
  • Gather and analyse quantitative and qualitative data to understand Voice of Customer, construct process maps & service blueprints to communicate improvement opportunities
  • Define critical outcome metrics, recommend solutions and develop into front door opportunities for prioritisation by product and digital teams
  • Have overall responsibility for developing prioritised initiative roadmap to maximise both customer and employee benefits
  • Involve and equip people in the process, undertake improvement activity in a systematic way putting in place means to monitor the progress
  • Assist with the development of change management plans and associated training, documentation and scheduling
  • Contribute to a work environment that fosters high performance and collaboration
  • A 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 acumen
  • Ability to thrive in an agile and dynamic environment
  • Practitioner of Human Centred Design approaches
  • Practical experience or sound knowledge of Process and Business Improvement methodologies including Lean Six Sigma
  • Experience in service design methodologies
  • Demonstrate sound experience in business analysis
  • Demonstrate expertise in delivery of process improvements
  • Ability to build and leverage internal relationships with sound communication and influencing skills.
  • Critical thinking and ability to challenge the status quo
  • Demonstrated 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 Sidekick 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