Head of Operations and Customer Service

4 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

About the Role

We are seeking an experienced leader to join our team as the Head of Operations and Customer Service. As a key member of our leadership team, you will be responsible for leading our Conveyancing Operations and Customer Experience teams, ensuring we deliver exceptional service to our customers and stakeholders.

Key Responsibilities

  • Lead and inspire our operations and customer experience teams to deliver outstanding service and results.
  • Develop and implement strategies to enhance our customer-centric performance culture and drive employee engagement.
  • Manage the full team member life cycle, including recruitment, onboarding, training, and performance management.
  • Drive operational excellence, ensuring high standards of process quality and data integrity.
  • Lead customer complaint management and escalation, ensuring all activities meet our governance policies and standards.

Requirements

  • Significant experience leading operations, with a proven track record of cultivating high-performance teams.
  • Demonstrated experience leveraging metrics, SLAs, and reporting to drive decision-making.
  • Ability to deliver continuous change without impacting customer outcomes.
  • Experience delivering outcomes within a regulated environment or similar environment with defined risk appetite.
  • Experience problem-solving complex customer escalations across functional teams with effective stakeholder management.

What We Offer

  • A competitive salary and bonus structure.
  • Opportunities for professional growth and development.
  • Access to the best-in-class benefits that CommBank offers.
  • A dynamic and flexible start-up environment.

About Us

We are the Commonwealth Bank of Australia, a leading financial institution committed to delivering exceptional service to our customers and stakeholders. We are proud to be part of x15ventures, a venture-scaler powered by CommBank, and we are excited to have you join our team.

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