Senior Manager CommSec One

Customer Experience & People leadership

Sydney based only

See yourself in our team:

CommSec is Australia's leading online retail stockbroker providing customers with access to a range of products, easy-to-use investment tools, and resources to put them in control of their investment decisions.

CommSec One is our exclusive program that offers an enhanced service model and exclusive offers to our most valued clients

This is a unique opportunity to lead a high-performing team that's passionate about delivering exceptional experiences and unlocking client value by having genuine insightful conversations with clients to ensure CommSec is meeting their needs.

Vibrant leadership is what drives us forward
As a Senior Manager within CommSec One, you'll thrive in an achievement-oriented environment providing leadership to our dedicated team members who deliver extraordinary customer experiences each and every day.

Do work that matters:

You will lead a team that is critical in supporting our most valuable customers as they interact with our services, providing deep subject matter expertise in trading and stock market operations. You will be responsible for maintaining service standards in a contact centre environment and will be a key stakeholder for a variety of improvement initiatives. You will be required to make decisions that deliver the best outcomes for our customers, your team members and CommSec.

On any given day you will:

In this role you will be responsible for driving customer advocacy and satisfaction through:

• Working with workforce planning teams to ensure adequate resourcing and supervision to meet service and support levels on daily basis.
• Proactively identify opportunities to make enhancements to customer delivery and processes associated with improving efficiencies and employee satisfaction
• Deliver a program to maximise customer value management and unlock opportunities for our clients
• Drive and/or participate in business projects aimed to deliver campaigns and improvement initiatives.
• Represent customer facing teams and our customers with stakeholders
• A passion for developing talent, enhancing capability and coaching people to achieve their full potential, both new starters and leaders.
• Specifically, as a markets SME, building trading and markets capability across the team to reduce market risk.
• Drive employee engagement, development and culture to maintain retention goals
• Contribute to a work environment that fosters high performance and collaboration

We're interested in hearing from people who possess a combination of the below:

Essential

• Strong people leadership capabilities
• Strong customer mindset coupled with commercial acumen
• Ability to thrive in an agile and dynamic environment
• Demonstrate expertise in delivery of process improvements
• Ability to build and leverage internal relationships with sound communication and influencing skills.
• Critical thinking and ability to challenge the status quo
• Demonstrated ability in building high performing teams

Desirable

• Expert level trade and stock markets knowledge both in domestic and international markets
• Minimum of three years of experience in management of people leaders in medium to large teams within a call/contact centre environment.
• RG146 accredited

We pride ourselves on attracting and selecting the best, and to us that means finding talent who demonstrate the CBA Values (Integrity, Accountability, Collaboration, Service, and Excellence) with every interaction.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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