Analyst Partner Delivery

4 weeks ago

Adelaide, South Australia Commonwealth Bank Full time

See yourself in the 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.

The Customer Service Direct (CSD) team provides a range of services to the Direct Lending, Direct Banking and Collections businesses.

The Partner Delivery Team is responsible for the end to end partner engagement across Customer Service Direct. Our role is to ensure our Partners deliver on requirements by meeting and exceeding expectations. Partner Delivery manages over 20 partners covering a broad range of CSD functions such as DB Messaging, Debt sale and Debt Collection activities. We work very closely with both internal and external stakeholders to provide exceptional customer experiences while minimising risk and having sound governance.

Do work that matters:

Reporting directly to the Manager in Partner Delivery, you will thrive on having accountability in driving performance with our in-sourced offshore partner. By providing consistent and effective outcomes you will motivate the partner teams to achieve results by meeting or exceeding key performance indicators. You will be joining a business that is going through growth and will be a key component in CSD's broader strategic initiatives.

More specifically you will:

  1. Conduct observations and complete activities to ensure the Partner teams are adhering to CSD expectations.
  2. Manage incidents, including triage work.
  3. Complete Quality Assurance activities.
  4. Build capability to ensure adherence to Risk and Compliance activities the Partner Operations Managers and Team Leaders are accountable for.
  5. Support roll out of various initiatives and training that is needed to ensure a relevant and up to date workforce.
  6. Run training sessions with our partner teams to ensure change is effectively rolled out across the partner workforce.
  7. Be involved in the management of stakeholders such as partners and internal Business Units.
  8. Implement continuous improvement initiatives to streamline current and future processes, conducting deep dives into data and customer verbatim (Complaints).
  9. Produce performance reports, which also includes partner score cards.
  10. Be well versed in the full suite of Microsoft Office platforms (Excel, Power Point, Sharepoint etc).

We want to hear from you if you have:

  1. Team Leader experience in DB, DL or Collections.
  2. Understanding of the Call Centre environment and metrics in the context of Messaging and Voice. You will be experienced in leveraging data to drive operational and business performance.
  3. The ability and willingness to accept coaching and feedback and coach others to develop operational performance.
  4. Ability to thrive in a changing environment and an ability to indirectly lead frontline teams through change.
  5. Demonstrated ability to build rapport and show personal interest with a diverse range of customers, suppliers and colleagues.

If this sounds like you, apply today

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.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 28/03/2025

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