Executive Manager Customer Service Lending Operation

7 days ago

Sydney, Australia Commonwealth Bank Full time

**Executive Manager CSL Delivery and Enablement (REQ223865)**:

- **Thrives in ambiguity, managing competing demands under tight deadlines with resilience.**
- **Works autonomously, tackling complexity head-on and driving effective solutions.**
- **Customer-focused and people-centric, ensuring exceptional service and team support.**

Customer Service Lending (CLS) drives mortgage growth, exceptional service, and a unique model.
We collaborate across the bank to build a brighter future and achieve the Group’s NPS +30 goal. Retail Banking Services delivers seamless banking to 10M+ customers, offering market-leading products supported by world-class systems and processes.

The Executive Manager of CSL Operations, drive priorities, manage incidents, oversee initiatives, enhance service, improve processes, address gaps, and ensure governance through collaboration with CSL leadership, product, and risk teams.

**More specifically, and in a manner in line with our values and purpose, you will**:

- Represent CSL in cross-business projects, ensuring strategic priorities and customer interests are understood while advising stakeholders on initiative prioritisation.
- Enhance products, policies, and procedures by capturing customer and frontline feedback to effectively drive improvements and resolve issues.
- Drive and implement operational improvements to support sustainable growth across CSL and teams.
- Lead and manage special projects and tasks assigned by the General Manager.
- Motivate, develop, and engage the team to drive change initiatives.
- Support CSL LT with incident and issue management for proprietary lending.

**We're interested in hearing from people who have**:

- Strong communication, negotiation, and relationship-building skills with executives and partners.
- Proven leader in fast-paced environments, excelling in team management, decision-making, and problem-solving, with deep expertise in Consumer Home Lending or lending leadership.
- Experience with Working with Agile and working with PACE stakeholders to execute our business priorities
- Proven experience in change management and implementing operational business plans and solutions.
- Skilled in risk frameworks, controls, incident management, issue resolution, and regulatory engagement.

**CBA supports hybrid/ flexible working environment**

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Advertising End Date: 16/02/2025

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