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Head of Operations and Customer Service, Home-in

1 month ago

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

About the Role

We are seeking a highly experienced and skilled leader to join our Home-in 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 that we deliver exceptional service to our customers and CommBank lenders.

Key Responsibilities

  • Lead and inspire our operations and customer experience teams to deliver outstanding service
  • Manage the full team member life cycle, including capacity planning, recruitment, onboarding, training, and development
  • Drive employee engagement, productivity, and pride in service outcomes
  • Leverage reporting and metrics to objectively manage operational outcomes

Requirements

  • Significant experience leading operations, with proven results in 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

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

About Us

Home-in is a business operating within CBA's x15ventures, a venture-scaler powered by CommBank. We build, buy, and invest in start-ups that could benefit the bank's 15 million customers and beyond.

Why Work with Us

  • Be part of reimagining and continuously improving Home-In operations
  • Enjoy a flexible and dynamic start-up environment
  • We nurture a safe space for our people to show up as they are