Executive Manager Estate Settlements and

1 week ago

Melbourne, Australia Commonwealth Bank of Australia Full time

Executive Manager Estate Settlements and Specialised Services

**"At CommBank we are proud to support flexibility, let's discuss what this means for you"**

The Commonwealth Bank of Australia (Bank) is Australia's leading provider of integrated financial services. They are committed to continuously improving governance practices and ensuring that they are aligned with business, stakeholders and customers' needs.

The Chief Operations Office (COO) is responsible for servicing multiple brands within the Group domestically and internationally, delivering a highly flexible operations environment, outstanding customer experiences and better risk outcomes. This is achieved through end-to-end process management, use of innovative new technologies and a cross-skilled, capable workforce.

The COO business includes Retail Operations, Business, Institutional and Market Operations, Financial Crime Services, CBA India and Customer and Community Advocacy.

The COO identity is customer-driven, resilient and empowered, and we focus on demonstrating a strong service culture, making a difference to our customers' lives and living and breathing the CBA Group's values. We are very proud of the difference we make every day for our customers and how that shapes the broader community.

Retail Operations (RO) completes operational processes for CBA and Bankwest customers supporting Retail Banking Services (RBS), including credit decisioning, origination and maintenance activities across retail lending products.

Everyday Banking Operations (EBO) completes operational processes and services for CBA customers in support of RBS including Estate Settlements, Payment Disputes and Home Loan Post Settlement and Discharges.

**See yourself in our team**

In Estate Settlements and Specialised Services (ESSS), we are responsible for the management of Deceased Estate services for all retail banking deposit and lending products and for partnering closely with other parts of the Bank to ensure a whole of Bank service proposition.

Your role is to lead an operational team that delivers brilliant customer service experiences every time and does so in an efficient and effective way, safely.

Some of the specific areas you will be demonstrating leadership across include:

- The simple design and execution of process and service
- Develop and nurture a caring, empathetic and engaged team
- Build and manage a strategic workforce plan that meets the immediate and future needs of customers
- Effectively and proactively manage and mitigate risk

**Do work that** **matters**

The Executive Manager be required to combine excellence in stakeholder management, strategic forward-looking thinking and management, with a demonstrable capability in leading at scale operational functions delivering critical services in a moment that matters for our customers and their loved ones. As a member of EBO Leadership Team, the EM, ESSS is both an influencer and an implementer of key strategic and transformation priorities. The role will be expected to perform the following tasks in a manner consistent with CBA's Values and Leadership Capabilities.

The role includes, but is not limited, to the following:

- Ensuring that we have a team that is engaged, appropriately resourced, skilled and inspired to make brighter happen for our customers
- Managing the strategic plan for the function on a balanced basis, meeting or exceeding all imperatives across customer, people, finance and risk
- Establishing and maintaining strong relationships with key stakeholders across the Bank, including product, technology and risk
- Collaborating with the RO extended leadership team, ensuring that the objectives of the RO division are at least met, and exceeded
- Design and implement simple, efficient and safe processes that deliver brilliant customer outcomes every time
- Have a relentless focus on improving the lived experiences of our customers, as well as anticipating and solving unmet customer needs
- Inspire your team to be customer obsessed, placing the customer at the centre of everything we do
- Collaborate across business lines to ensure that we are focused on transforming processes and services on an end-to-end basis
- Create a safe, inclusive environment for a diverse and geographically dispersed team to prosper with continued focus on career development, retention and growth
- Lead, coach and inspire the team, promoting a high-performance culture that embodies timely, complete, accurate and high-quality customer outcomes
- Build the talent pool and deliver in accordance with talent management cycles
- Drive a culture of excellence, engagement and recognition which underpins the Group's people strategy and values
- Role model new Ways of Working to promote productivity and agile habits (aligned to PACE)

**We're interested in hearing from people who possess**
- Demonstrable experience in leading large, complex, at scale operations
- Excellent commercial acumen
- Strong analytica

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