Business Process Improvement Lead

3 weeks ago


Sydney, Australia Commonwealth Bank of Australia Full time

Business Process Improvement Lead

**Business Process Improvement Lead**

Retail Home Lending Operations (RHLO) is responsible for the decisioning, fulfilment, settlement and in life servicing of Retail home lending products across CBA and forms part of the broader Retail Operations team.

The **Operational Excellence Team** drives and supports strategic initiatives for RHLO, with the objective of transforming processes to deliver a world-class experience for our customers and operations colleagues. We employ a large toolkit of skills and experience from many industries to partner with business stakeholders to co-create end-to-end process, people and technology future state solutions.

**Do work that matters**

Key areas of impact & contribution include:

- Supporting RHLO businesses to identify and prioritise opportunities to increase capacity, mitigate risks, eliminate errors & rework, and improve the end-to-end customer and colleague experience.
- Rigorously challenge process, people, and technology designs to ensure we deliver an optimal level of customer experience with effective risk management and compliance
- Lead and /or support strategic improvement projects including, but not limited to:

- End to end process re-engineering (Technology enabled and non-tech)
- Operating model optimisation
- Diagnostic discovery work to identify improvement opportunities
- Solution feasibility assessment and implementation
- Effective collaborating with cross functional teams and both internal and external business partners across the end-to-end value chain to achieve RHLO objectives.
- Offer thought-Leadership to senior stakeholders to help delver sustainable business transformation

**We're interested in hearing from people who** **have**
- A demonstrated track record of leading initiatives (Projects and Programs) including:

- problem identification and data driven validation of the opportunity
- successfully articulating complex concepts to gain stakeholder endorsement of proposed solutions / design principles / areas of focus for transformation
- facilitation of workshops to collaboratively design cross functional process and technology enabled solutions
- ability to effectively engage and influence senior stakeholders
- successfully delivery of technical and non tech enabled solutions at scale
- Practical experience with advanced problem solving and solution design techniques - Lean Six Sigma (LSS), Customer/Human Centred Design methodologies etc. (Ideally a LSS Green / Black Belt)
- Core project management skills to provide structure (address ambiguity) and discipline to the initiatives being led or be part of.
- Experience overcoming challenges that evidence proactivity, pragmatism and resilience with strong accountability and an outcomes focus
- Business acumen to identify and recommend best course of action, validate benefits from a tactical and strategic standpoint.
- **Risk Mindset** - All CommBank employees are expected to proactively identify, understand, openly discuss and act on identified existing and potential risks.

**Your Development and Career Progression**:
At CommBank, we are committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a values driven organisation, we nurture and support our people through focusing on skill and talent development, collaboration, flexibility and internal promotion. This opportunity will provide you exposure to a wide array of business units, operations and technical teams and a pathway for future career progression.

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Advertising End Date: 05/03/2024

Job ID REQ205030



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