Head of Operations and Customer Experience
3 weeks ago
As Head of Operations and Customer Experience, you will lead and inspire our operations and customer experience teams to deliver outstanding service for our customers and CommBank lenders efficiently and effectively. Your approach will enhance our customer-centric performance culture, and you will engage and develop our team through effective coaching and leadership ensuring we meet all operational business requirements and efficiently manage costs.
Key Responsibilities
People Leadership and Operations Management: Create a high-performance, customer-focused culture through effective leadership of the Operations and Customer Service teams.
Manage the full team member life cycle including capacity planning, recruitment, onboarding, training and development, performance management, and reward and recognition.
Drive employee engagement, productivity, and pride in service outcomes.
Leverage reporting and metrics to objectively manage operational outcomes.
Risk Management, Quality Assurance and Compliance
Ensure high standards of process quality and data integrity.
Effectively lead customer complaint management and escalation.
Ensure all activities meet the Group's governance policies and standards and take corrective action where relevant.
Ensure a safe workplace for our people.
Operational Performance, Change Management, Continuous Improvement
Lead day-to-day operations ensuring team deliver high-performance outcomes.
Manage key service providers to ensure they are meeting their SLAs and delivering great customer outcomes.
Responsible for accurate stakeholder reporting on operational and partner performance, risk management, and issue resolution.
Lead the generation of insights that enable continuous improvement of customer outcomes and efficiency.
Effectively manage change for customers, our team and partners, including logistics, communication and training activities.
Experience
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. Experience problem-solving complex customer escalations across functional teams with effective stakeholder management.
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