Retail Operations Senior Assistant

*** This is a 12 month contract only
The Customer Service Network Operations team are a customer-focused and committed team with extensive experience across frontline channels, specialist support and operational functions. We support CSN by providing a stable and always available environment to our customer-facing colleagues, and supporting or driving changes needed to build a brighter future for all. Our key functions include:

• Branch Technology
• Cash Operations and Suppliers
• Customer Obsession and Competency and Training Standards
• Distribution Analytics
• Partnerships
• People Safety and Branch Design

Do work that matters
The Cash Operations and Supplier team (CO&S) is accountable for a comprehensive range of operational functions including cash management and supplier relationships, with core responsibilities focused on delivering Simpler, Better, Faster service for our customers.
Our key responsibilities include:
Cash Management and Collaboration: CO&S manages critical cash management functions for the Group including forecasting & fulfilment, cash pool management as well as inter-bank trading. The team collaborates and maintains relationships for cash optimisation with internal business partners as well as external institutions such as the Reserve Bank of Australia, the Royal Australian Mint, other major Banks and AusPayNet.
Network and Product Performance of Self-Service Products: CO&S manage the day to day performance of key branch technology such as our ATM/IDM network, desktop note and coin counting devices, change exchange machines plus Teller Cash Recyclers. Key functions include monitoring of our ATM and IDM fleet to ensure high availability 24/7 and importantly during branch operating hours with a high focus on maintaining technology performance to enable staff to focus on our customers. Another key function is managing the ATM Network Strategy which includes the removal, delivery, installation, commissioning, placement (location) of our ATM fleet for Industry best-in class coverage. Supplier Relationship Management, Engagement, Collaboration and Governance: CSN has a broad and unique range of suppliers. CO&S manage the day to day relationships with Armaguard (Cash Delivery), Integrated Technology Services (ATM/IDM Maintenance), Glory Global (TCR’s), Consillion (Desk Top note counting) and Australia Post (Bank@Post) plus others. Invoicing: Facilitation and processing of payments to suppliers, thereby reinforcing strong financial relationships.
In summary, the Cash Operations and Supplier team demonstrate exceptional professionalism in their meticulous management of cash operations and suppliers within the Customer Service Network.
See yourself in our team
This position is responsible for providing analytical, operational, and subject matter expertise to support performance of the Cash Operations & Suppliers team.
This position reports to Executive Manager Cash Operations & Suppliers.
You will maintain and build productive relationships across the Group including:

• Business & Private banking
• IB&M
• Retail Bank
• Product
• Risk & Compliance
• External customers & suppliers
• Brokers & other aggregators
• Other Group Operations team members

Your key responsibilities

• Monitoring of the Groups ATM Network to drive optimal performance of all ATM and IDMs
• Escalation to suppliers where technical support and attendance requires prioritisation
• Monitoring of Out of Service reporting to ensure timely resolution by suppliers
• Analysis of ATM performance data to recommend approaches to improve ATM availability
• Management of New ATM/IDM installations, Relocations and Removals
• Management of Assets and ATM Stock
• Act as the direct point of contact for all CBA/BWA branches
• Overview of AGD to ensure optimal cash holdings including meeting set targets around out of cash and rebank levels
• Reviewing special orders/clearances as required
• Work with AGD Analyst to ensure customer service levels are maintained
• Liaise between CBA Property and AGD for services required for branch closures/relocations and ATM removals/relocations etc ensuring that data is correctly updated to include current devices in the network.
• Monitor and analyse ATM and Branch cash limits in line with parameters set
• Liaise between CBA Property/BSSD and AGD for Pop Up ATM/Branches as required.
• SLA monitoring of ITS / AGD service ie Out of Service, Cash Out, Rebanks etc
• Develop and maintain relationships across all team involved in the ATM Network, including but not limited to, RBS Network Development, BankWest, Property, Group Security, Network Services and Assisted Channels
• Provide Subject Matter Expertise input into Projects and Initiatives, taking a lead role where directed
• Pro-actively look for ways to improve processes and standard operating procedures

We are interested to hear from people who have

• Complex Business Analysis
• Superior Microsoft Excel skills
• Superior Verbal and Written communication skills
• Ability to work independently and deploy time management skills
• Effective customer service, stakeholder management and negotiating skills
• Project and Change Management experience
• Sound knowledge of CBA systems and products or relevant experience

Desirable:

• Green Belt certified highly regarded

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 22/01/2024