Business Improvement Executive

**Business Improvement Executive - Small Business (Melbourne)**:
**See yourself in our team**

The CommBank **Small Business Banking (SBB)**team have a passion for helping Australian small businesses succeed. The team seek to understand the business and personal goals of business owners and use their expertise and specialist teams to provide tailored financial solutions.

Small Business Banking is a part of CBA’s Business Banking division and provides in branch, face-to-face and remote support to Small Businesses all across Australia.

**Do work that matters**

Reporting to the General Manager Small Business Sales Service VIC/TAS, the **Business Improvement Executive**will create, support and drive strategic initiatives and execution across the SBB teams in VIC/TAS.
- You will be responsible for executing and monitoring state strategic initiatives required to achieve attainment of revenue, PACC and growth targets within an operationally compliant framework, as well as identifying the best business solutions for customers, and ensuring that our frontline staff have the necessary competencies to consistently deliver exceptional customer service.
- You will work collaboratively with peers, business partners and stakeholders to ensure the needs of the business are consistently met, and co-ordinates across the state to deliver outcomes and solutions consistent with SBB credit, compliance, Banking Code and Service and Sales objectives.
- You will play a key role in analysing business performance, leading change, and identifying and assessing risks that could prevent achievement of our SBB objectives, and is accountable for the planning, execution and delivery across the state for sustainable change and remedial solutions.

**More specifically, you will**:

- Improve Revenue and Profit After Capital Contribution through initiatives to drive proactive management of deteriorating credits and data quality
- Take the lead and be accountable of any transformational activities and special projects assigned by the General Manager
- Proactively lead a culture of productivity and continuous improvement to create greater capacity and more streamlined processes
- Deliver exceptional customer service in all internal dealings, and work collaboratively with peers, business partners and stakeholders to support a culture that drives NPS objectives
- Monitor and analyse Net Promoter Score (NPS) performance
- Proactively identify best practice within the business, embedding these practices across the business as a whole
- Timely review of customer complaints trends along with support for the GM with resolution of complaints
- Work in alignment with the national SBB Business Development, Risk & Operations team to ensure a unified approach is adopted across SBB
- Efficiently implement practical process improvements across the business and proactively share learnings across states

**We**want**to**hear**from**you**if**you**have**:

- Strong commercial frontline lending experience and commercial acumen
- Sound Credit & Operational Risk and Compliance knowledge
- Relevant experience in driving a high performance culture, and a commitment to delivering exceptional customer service
- Strong Financial Services Industry experience, including experience in a sales and/or risk role
- Strong Oral and written communication skills, including proven ability to work collaboratively with business partners and stakeholders
- Exceptional organisational, planning, prioritisation and time management skills
- Extensive knowledge of bank products and financial services products and services
- Advanced tech literacy with expert Microsoft Excel capability (i.e; macros, pivot tables, etc.)
- Project Management experience (Desirable)
- Presentation Skills

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Advertising End Date: 21/05/2025