AddressAre you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.
Your Team
Customer Operations sits within the Chief Operating Office and is responsible for customer servicing for the CFS product suite. This includes contact centre and administration functions where the Operational Support team sits. This role will focus on workforce optimisation including resource management to deliver sustainable business outcomes as well as a large focus on Customer Advocacy through process optimisation, simplification and improving customer experiences.
Your Responsibilities
- Influence, design and develop a customer strategy in which the Customer Operations business can drive innovation and better customer experiences.
- Create and deploy a model to focus on lifting the Customer Culture through dedicated and targeted areas.
- Be an advocate of change and champion collaboration between business units
- Create and develop a business wide Process Improvement strategy to enhance the operations business
- Educate and coach business and change leads to effectively utilise process optimisation tools
- Collaborate with Stakeholders on areas of opportunity and regular communications on performance to standards
Your Capability and Experience
- Demonstrated experience in applying change management methodologies and concepts (preferably PROSCI/ADKAR)
- Understanding of Lean Operations Management and/ or Six Sigma or similar process improvement methodologies
- Wealth Management and/or Business Management background preferred
- Experience working with Line 1 and 2 Risk
- Proven capability in implementing and embedding change initiatives, with excellent attention to detail
- Ability to comfortably interact and influence wide range of audience, from peers to Senior stakeholders
What to Expect
At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:
- Access to CFS Employer Super
- Life Leave - 3 days per annum
- Access to Sonder who provides human-powered medical, mental health and safety support through one easy-to-use app enabling you to get support whenever and wherever you need.
- Access to Corporate rates with BUPA Health Insurance
- Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing
CFS Culture
At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.
Apply today and join us in helping Australians to achieve their financial freedom.
Please note, CFS requires all candidates to have full work rights in Australia.
Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate's employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.
