Executive Manager - Customer Service Direct

Organization:

At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Executive Manager – Customer Service Direct

Location: Bangalore

Business & Team: Customer Service Direct

Impact & contribution:

This role will be responsible to lead, develop and retain customer support teams, ensuring the necessary skills, attributes, behaviours and motivation to provide friendly, personal and efficient service in meeting the full financial needs of customers and communities.

• You will proactively identify, report, manage risks and compliance issues across the business, and ensure they are rectified and/or remediated in a timely manner in adherence with our risk frameworks.
• You will build relationships, contribute ideas and develop strategies with other business units to optimise business opportunities for the customer and the Bank

Reporting lines: Reporting to General Manager

Roles & Responsibilities:

• Lead a Customer Service Direct operations team to support retail bank customers with their banking, lending and collections enquiries.
• The role manages all operational aspects of a ~300 FTE messaging team, including a key role in the operational and strategic management of the CSD messaging channel. 
• The expansion and maturation of our CSD messaging experience, working with product and technology partners to improve the overall experience.
• Play a leadership role in the embedding and improvement of the messaging technology platform, brining customer and agent insight into its development.
• Manage our regulatory, compliance and contractual obligations while helping the business to reduce its overall risk exposure.
• Demonstrated ability to lead, manage, coach and develop a team.
• Applies CBA people management processes to effectively, manage, recognise and reward teams.
• Positively lead, champion and communicate change to the team, building resilience and open communication
• Drive employee engagement to maintain a positive culture within your team and across the wider business.
• Lead the Contact Centre to focus on providing exceptional customer service, considering customer advocacy, service experience and operational efficiency.
• Ensure the India operates within an operationally compliant framework, focusing on Operation risk; Compliance and Data Quality.
• Effective proactive stakeholder management of internal business partners to ensure that change is managed, implemented and embedded well and that we are able to measure the benefits and positive impact of the change.
• Lead and drive a culture of Productivity in the
• Exercise the MOR and managerial authorities of your role
• Develop and maintain appropriate performance reporting including people productivity, resource management and key performance metrics.
• Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture.
• Provide a safe workplace by constantly reviewing one’s workplace for hazards. Maintain team member awareness of their obligations and procedural requirements concerning safety. Remove all hazards within one’s authority to do so or escalate immediately to your immediate manager.
• Manage all aspects of the service centre, providing the Managers with leadership, coaching and support so that they are able to meet their objectives and are capable to lead their teams to do the same.
• In line with the CBA Values, build diverse teams, supporting flexibility and creating a culture where people feel safe (and are encouraged) to speak up.
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.

Essential Skills:

• Proven leadership experience with a strong customer centric focus, in banking or financial services
• Experience leading large-scale people operations within a service centre environment. Experience working in a 24/7 environment would be an added advantage.
• Demonstrated experience developing best in class people engagement for a large team
• Ability to consult, influence and drive change with senior leadership and stakeholders, including the CSD technology roadmap  
• Excellent communication skills and ability to build rapport quickly across a large stakeholder group.
• Proven ability to think creatively and solve problems that are both operational and strategic in nature, using both qualitative and quantitative inputs 
• Deep understanding and experience applying risk frameworks, including the identification and management of risk
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

Education Qualifications:

• Bachelor's or Master’s degree in Commerce / Management