Manager Frontline Support

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

**See yourself in our team**:
Customer Relationship Workbench Crew is delivering a market-leading, AI-powered CRM Workbench that seamlessly orchestrates banker journeys. Our mission is to transform relationship management into a hybrid-agentic model that creates capacity and empowers our people to focus on impactful, value-enhancing interactions with customers. This means better alignment with customer needs, increased advocacy, and delivering more every day through exceptional customer experiences.

**Do work that matters**:
As the Manager, Frontline Support, you will play a key role in supporting the delivery of strategic initiatives aimed at brilliant frontline and subsequent customer engagement. You’ll work closely with cross-functional teams to identify and evaluate solution options that balance customer needs, business goals, and operational feasibility. You will assist us in developing innovative approaches to work by leveraging hybrid and autonomous frontline capabilities.

**Key Responsibilities**:

- Strategic Input & Adaptability: Contribute to initiative development based on business plans, adapting to internal and market shifts.
- Frontline Uplift: Define and guide what ‘good’ looks like for frontline enablement, champion AI-powered tools, and support banker capability uplift.
- Insight-Driven Improvement: Identify opportunities for continuous improvement and course correction using data and feedback.
- Cross-Team Collaboration: Act as a connector between change, product, and frontline teams to ensure alignment and reduce duplication.
- Design & Enablement: Lead initiatives that embed change into the flow of work (e.g., self-serve tools, streamlined communications, embedded learning).
- Segment Partnership: Partner with segment representatives to shape solutions grounded in core banking disciplines.
- Consistency & Monitoring: Drive consistency in how changes are framed, prioritised, and landed, while monitoring effectiveness and adjusting plans as needed.

**We are interested in hearing from people who have**:

- Demonstrable analytical and strategic experience in financial services, management consulting strategy, or a bank in-house strategy team.
- A passion for optimizing customer experience and supporting the delivery of innovation in financial services.
- An agile mindset and experience in executing against strategy.
- Demonstrable commercial acumen and operational excellence.
- A risk mindset - all CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.

**Skills and Experience**:

- **Business Understanding and acumen**:Understanding of the Business Bank, distribution teams and customer segments we service.
- **Fluency in Technology**: Understanding of key technology systems, AI variants, and feasibility constraints.
- **Definition & Design**: Critical thinking, structured problem solving, and prioritization techniques.
- **Data & Research**: Proficiency with data analytics processes, tools and research methodologies.
- **Implementation & Delivery**: Understanding of business context, delivery frameworks, and stakeholder management.

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Advertising End Date: 12/07/2025

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