Team Manager Business Banking Associates Merchant

3 weeks ago

Perth, Australia Commonwealth Bank of Australia Full time

Team Manager Business Banking Associates Merchant Services Perth

**The Opportunity**:
The Business Banking Contact Centre Leadership team is looking for a Team Manager for the Merchant Service Helpdesk.

Based in Perth, this leader would support one of our Contact Centre Merchant Service teams.

**Merchant Services - what they support**

24x7, 365 days the BBS Merchant Service Contact Centre supports
- general queries and technical issues relating to CBA EFTPOS terminals and other Merchant products
- Merchant retention both inbound and outbound calls
- Specialist Corporate Card support

**Your Responsibilities**
- Successful delivery of quality service to customers and business partners (internal & external)
- Effective coaching of your people to ensure they are able to meet and exceed their performance targets & NPS goals
- Continual review and improvement of business practices and processes
- Working with the Contact Centre Manager to plan and successfully implement change initiatives
- Development of a high performance culture in line with CBA's vision and values
- Management of operational risk and compliance controls

**Business Outcomes**
- Day to day responsibility for meeting business objectives across a range of Key Performance Indicators as set by your Contact Centre Manager, Executive Manager and the wider business
- Work with your Contact Centre Manager, Executive Manager, peers and people to lead a contact centre focused on providing exceptional customer service, increasing first point resolution and reducing contact volumes through driving self-service initiatives
- Manage all aspects of your direct reports, providing your people with leadership, coaching and support so that they are able to be their best and meet our quality performance objectives
- Drive employee engagement to maintain a positive culture within your team and across the wider business

**People Outcomes**
- Lead and develop your people to support the Bank's culture of customer focused service which includes managing the day to day performance of your team
- Engage team members to work together to achieve results, build a sense of ownership and pride in service outcomes
- Passionately coach, mentor and lead your team to ensure the delivery of exceptional customer service and resilience, building customer engagement for the CBA brand
- In line with the CBA Values, build diverse teams, supporting flexibility and creating a culture where people feel safe (and are encouraged) to speak up
- Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture

**What will help you succeed?**
- Experience in managing and/or coaching people
- A strong understanding of traditional contact centre metrics
- Ability to lead change and deliver business results
- Strong verbal, written and numeracy ability
- Intrinsically motivated to achieve results and develop your skills as a people leader on a daily basis
- Good team player able to provide clear leadership and drive for team success

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Advertising End Date: 01/12/2024

Job ID REQ224607

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