Head of Operations, Digital Experiences

Head of Operations, Digital Experiences

**Your Team**

Within Retail Banking Services (RBS), the Digital Experience Domain drives the strategy and delivery behind CBA's market leading CommBank app and NetBank, delivering an integral service and brilliant experiences to over 9m digitally active customers. You will join the Digital Experiences Centre of Excellence as Head of Operations, leading an exceptionally experienced Digital Operations team, reporting to the Centre of Excellence Lead.

**Your impact and contribution**

The Head of Operations, Digital Experiences is highly experienced in developing and implementing operational policies, standards and procedures to ensure an exceptional customer experience. You are a leader who is adept at coordinating and managing multiple departments and stakeholders towards achieving operational objectives.

You will work closely with the Centre of Excellence Lead and the Crew Leads and your key responsibilities will be to oversee the development of operational strategies, design, and implement process improvements, and ensure the effectiveness of the various digital business operations.

You will have a strong understanding of digital operations, incident management and ideally, financial services. Your leadership skills, coupled with your ability to drive operational excellence, will be crucial to your role.

You will think strategically to find those hidden opportunities to reduce and manage risk for our people, processes, and technology.

Your passion for digital products, technology, and operations, and ability to solve complex problems will be the key to enabling our teams to deliver higher quality and efficient operational support at scale.

**See yourself in our team**

We are here to build world-class experiences for our customers that go beyond design to improve the financial wellbeing of each user. As someone who naturally balances operational strategy, deep thinking with imagination and design, you're a natural for coming up with great ideas. As a team we're constantly striving to be the best in digital, pushing the boundaries to provide an unrivalled, personalised user experience across every product. Our diverse teams are dedicated to learning, sharing knowledge and continuous improvement. Innovation, passion and creativity shape our culture.

**Responsibilities**
- Develop and implement operational strategies and objectives to ensure the organisation meets its goals and OKRs related to incident management and response.
- Supervise, manage, and lead operational teams to meet our digital business goals
- Proactively work with Enterprise Services to ensure a consistent and reliable operation of digital assets
- Lead in the planning and communication of system changes which impact the availability of digital features and functions, minimising disruption to our customers
- Effectively manage defects found by detailing out steps to recreate and setting appropriate priorities and severities
- Review customer feedback and proactively monitor digital customer-facing systems to detect problems, managing incidents and defects through to root cause resolution
- Report issues to appropriate groups to expedite and ensure resolution in a timely manner
- Develop a strategic plan and review cycle to increase efficiency, security and performance within the operations team - systems, processes, policies and best practices
- Work closely with L1 and L2 risk stewards to effectively manage and mitigate risks arising within the Digital Domain
- Performing quality controls and monitor production KPIs, tracking and reporting on operational performance to senior management
- Collaborate with executive leadership across Digital, Risk and Compliance to make high-impact operational decisions

**We're interested in hearing from an experienced senior leader with relevant skills and experience including**:

- Proven experience as Head of Operations, Operations Director, or similar leadership role, particularly in Financial Services
- Experience with enterprise services and operational efficiency
- A track record of building and leading high performing operational teams who see through complexity to drive simpler and better customer experiences
- Experience identifying, managing, and mitigating digital risks along with interpreting policy to implement and leverage control frameworks in the digital domain
- Strong leadership and team management abilities
- Excellent organisational and communicational skills
- Proficient in Microsoft Office Suite and other business software like Jira

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Advertising End Date: 06/01/2025

Job ID REQ224313