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. The primary focus is to partner the Customer Operations business unit to deliver workforce planning, training, quality monitoring and change management capabilities.
The Senior Manager, Service Delivery and Customer Advocacy reports to the Director, Operational Support. This role will play a key role in evolving and transforming the Customer Operations Business by driving innovation, change delivery and focus on optimising the way we manage work through simplified processes.
Your Responsibilities
- Influence, design and develop a customer strategy in which the Customer Operations business can drive innovation and workforce optimisation
- Build and deploy a coaching strategy for our Leadership team
- Create, deliver and deploy a focus on Performance Excellence standards across the Operations business unit
- Foster and create a learning environment where outcomes are strong and consistent across the Operations Team
- Lead up to a team of 10 people to optimise our business for the future
- Create and develop a business wide Process Improvement strategy to enhance the Operations business
Your Capability and Experience
- Demonstrated experience in applying change management methodologies and concepts (preferably PROSCI/ADKAR) to support business initiatives as well as accreditation in Lean Operations Management
- Accreditation with Six Sigma or similar process improvement methodologies is preferred
- Wealth Management and/or Business Management background preferred with AGILE Project experience
- Experience working with Line 1 and 2 Risk
- Ability to comfortably interact and influence wide range of audience, from peers to Senior stakeholders
- Proven capability in implementing and embedding change initiatives, with excellent attention to detail
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.
