Address*** This is a Perth location only role
The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession.
We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and Group regulatory projects.
Our people are dedicated to providing exceptional service, and show care, courage and commitment every day.
Everyday Banking Operations (EBO) complete operational processes for our CBA consumer finance products including credit cards and personal loans, along with home loan activities such as post settlements, discharges, construction loans, progress payments and government grants.
Our teams are primarily located in Adelaide, Melbourne, Perth, Sydney and India. Together we focus on providing efficient, high-quality service with a clear differentiation in meeting and exceeding our customers’ needs.
As a Manager, you will Responsible for leading the disputes team including Disputes (CBA & BW) and Channels disputes.You will possess the following attributes:
- A CAN do attitude, with the ability to work toward measures that deliver customer experience and service quality outcomes
- Demonstrating the ability to grasp concepts in a fast changing environment
- Previous disputes investigation experience or a sound service background.
The Manager Disputes reports directly to the Senior Manager of the Disputes Operations Team.
The role will have 12-15 direct reports
What your Role Will involvE
You will be expected to perform the following tasks in a manner consistent with CBA’s Values and People Capabilities.
Core responsibilities
- Manage Disputes team member activities including assisting with escalations, customer enquiries and general support needs
- People and Resource Management for the team
- Maintain effective standardised operating processes and procedures
- Adherence to policies and procedures and meet or exceed established Service Level Agreement
- Improving and maintaining a robust control environment
- Take responsibility for the quality of work submitted and ensure high standards are maintained
- Mange the performance management cycle, objective settings, development and career planning, performance appraisal and rewards and recognition
- Ownership of internal communication and status updates
- Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations etc.
- Lead and empower teams towards progress and Living by CBA values, building an engaging culture.
- Demonstrate an understanding of the end-to-end disputes process and relevance to customers.
What will you need to succeed in this role
- In depth knowledge of retail banking, ideally with experience of VISA and MASTERCARD policies and regulatory requirements.
- Ability to organise workflow, prioritise tasks and deliver high quality outcomes
- Strong track record of continuous improvement, including experience of driving initiatives that lead to improved business and customer outcomes
- Familiar with the regulatory requirements relating to payments and remittance processing
- Proven record of developing employees and supporting their development
- Ability to articulate thoughts and express ideas effectively using oral, written, visual communication skills and excellent stakeholder management skills
- Sound judgement - exercise critical thinking in analysing and assessing issues and taking ownership of outcome
- Extensive operations management experience, including a minimum 4 years of people management
- Exceptional Operational, management and analytical skills
- Ability to break complex problems into smaller ones by analysing data with the help of industry tools.
- Possess a service-based mind-set with strong customer focus
- Excellent Communication and stakeholder management skills, support by collaboration mind-set
- Strong senses of Risk Control and Management
- Detail Oriented – Exercise strong attention to details; is thorough, accurate, organized, and productive and seeks to understand both cause and effect of a situation
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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