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Form of workThe Business
Our Estate Settlements and Support team play a critical role in supporting customers through losing a loved one and providing them with all the information the Group holds on them along with ensuring we effectively manage any authorities they have in place with us. We support customers nationwide, ensuring we provide deeply empathetic and exceptional service in everything we do.
We are bringing a number of new functions into ESS responsible for highly specialised activities including, responding to Privacy access requests from customers and managing Customer Authorities, ie Power of Attorneys, Garnishee etc. We are seeking an experienced Senior Leader to join our Estate settlement and support team, where you will play a vital role in forming this new business, driving business success, as well as leading strong performance and a customer obsessed culture.
Your Team
The Senior Manager position is an important role responsible for establishing the new business, ensuring people, process and technology changes are embedded successfully and the business operations are run effectively, meeting all the essential metrics and measures of success.
The core deliverables are successful delivery of customer outcomes, embedding a strong culture, ensuring change readiness in the business, and driving operational metrics across the team.
The Senior Manager would report to the Executive Manager Estate Settlement and Support, and will initially have a team of approximately 60 colleagues and 3 Service Manager reporting to them.
Your core responsibilities will include:
- Leadership and management of specialised operations teams and team leaders. Incorporating all aspects of Line Management i.e. Training and Development, Performance Plans and Reviews, Cross Training, Career Development, Mentoring, Succession Planning, Counselling and Coaching.
- The day to day management of all operational functions, ensuring teams are managing and maintaining service level agreements and agreed customer outcomes
- Proactively identify, drive, and deliver continuous improvement and efficiency enhancements in customer service, system and processes.
- Provide superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints, and escalations.
- Apply prudent risk management techniques by identifying and responding to business risks. Contribute to the ongoing development & growth of sustainable risk culture.
- Champion continuous improvement, embedding a customer centric culture of productivity of process excellence.
- Contribute to the implementation of change plans and activities that impact the business.
- Work in a team environment by developing and maintaining professional relationships with colleagues that support the achievement of team goals and objectives.
- Build internal and external relationships using superior stakeholder management techniques and customer service skills including Executive Managers, Managers and Team Leaders.
We're interested in hearing from people who have:
- Demonstrated experience managing high functioning operational teams, with a key focus on leading motivated and engaged teams to achieve outstanding business results.
- Proven track record of implementing and managing business change, taking our leaders and people on the journey with you.
- Demonstrated capability and discipline in identifying and managing risk and compliance obligations
- Ability to set performance targets and motivate / coach team members to achieve.
- Established productivity, risk focussed and energetic culture.
- Effective customer service, stakeholder management and negotiating skills.
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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Advertising End Date: 18/04/2024
