Address
Form of work- You will play a vital role in driving operational improvements, uplifting customer satisfaction and focusing on risk while enhancing a strong customer focused culture
- Permanent, full-time position
- Based at South Eveleigh Offices – Hybrid Working Model
See yourself in the team
Our Disputes function is based in Sydney and offshore in CBA India, providing dispute case management and representment services to CBA and BankWest customers. The team handles over 4000 disputes a week and operates the representment and arbitration processes with schemes.
We play a critical role in the end-to-end disputes process, ensuring our customers receive the best-in-class service as we support them through the moments that matter with direct reputational and NPS impact.
We are seeking a Senior Manager, Disputes Services to deliver leadership across the team of 75+ colleagues to support the management of day to day operational responsibilities for all customer scheme related card disputes, and all channel related disputes such as ATM shortpays and BPAY disputes; ensuring all essential metrics and measures of success are met.
Do work that matters
You will report directly to the Executive Manager, Disputes, and have 4 Managers reporting to you. You will play a key role in leadership across the function, ensuring all people, process and technology changes are embedded successfully.
The core deliverables are, successful delivery of customer outcomes, embedding sustainable behavioural change in the teams, ensuring change readiness in the business and driving operational metrics. To do this, you will:
- Incorporate all aspects of Line Management i.e. Training and Development, Performance Plans and Reviews, Career Development, Coaching and Mentoring, Succession Planning.
- Play an active role in ensuring key operational strategies and initiatives are driven across the teams function, maintaining a strong customer impact mindset.
- Be a point of reference within the function to manage the product team and other stakeholder enquiries, ensuring key learnings from these interactions are acted upon to improve our business processes.
- The day to day management, ensuring related teams are completing all functions in a timely and accurate manner, meeting all business SLAs, via the use of production management tools and techniques.
- Provide expert guidance and act as a point of reference/escalation.
- Identify and champion continuous improvement through proactively driving, delivering and embedding customer centric efficiency enhancements in customer service, systems and processes.
- Role model & apply prudent risk management techniques by identifying, monitoring and responding to business risks by implementing controls.
- Ensure the impact of any change is understood and delivers improvement against our vision and strategic priorities. Ensure any change introduced is successfully and sustainably embedded.
We’re interested in hearing from people who have:
- Strong influencing and negotiation skills as well as superior relationship management to ensure that business needs are met and achieved
- Proven experience in successfully leading large operational teams whilst establishing productivity, risk focus and an energetic culture
- Strong customer service, stakeholder management and negotiating skills
- Prior People management experience with a proven track record of supporting and executing changes impacting the team and broader business
- Demonstration of values based leadership
- Industry experience at a comparable level
- Tertiary qualifications in a related business discipline & relevant operational experience
- Productivity training and certification (desirable)
Your development and career progression
At CommBank, we are committed to building a diverse and inclusive workforce reflecting the customers, businesses, and communities we serve. As a values driven organisation, we nurture and support our people through focusing on skill and talent development, collaboration, flexibility, and internal promotion.
If this role sounds like the perfect fit then we’d love to hear from you. Apply today!
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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