Head of Operations and Customer Service

2 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 Home-in Leadership Team as the Head of Operations and Customer Service. This is a key role that will lead and inspire our operations and customer experience teams to deliver outstanding service for our customers and CommBank lenders efficiently and effectively.

Key Responsibilities
  • 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, and Continuous Improvement
  • Lead day-to-day operations to ensure teams deliver high-performance outcomes.
  • Manage key service providers to ensure they meet their SLAs and deliver 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.
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.
  • Experience problem-solving complex customer escalations across functional teams with effective stakeholder management.
Why Commonwealth Bank of Australia?
  • This is an opportunity to have a positive impact daily on one of the most important transactions in Australians' lives.
  • 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.
  • Competitive salary and bonus structure.
  • Opportunities for professional growth and development.
  • Access to the best-in-class benefits that CommBank offers.

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