Commonwealth Bank
Executive Manager Customer Service Lending Operation
To empower our people and the communities in which we work and making sustainable, transparent and balanced business decisions.
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why Commonwealth Bank
We really love working here, and we think you will too. Diversity, flexibility and innovation are just some of the reasons why our people come to work every day.
Our team includes around 45,000 people from all walks of life, with different goals, experiences, and perspectives. At CommBank we’ll encourage and support you to be yourself. This is a place where you can feel confident expressing who you really are; where you belong because of your uniqueness.
About the role
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.
What you'll be responsible for
- 👏🏼
Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- ⚙️
Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
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Customer Support Team Enablement
Collect and analyze customer data to optimize the workflows, operating procedures, and resources to enable support teams
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.