AddressDo Work That Matters.
CommBank’s Estate Settlement Services (ESS) function is looking for a Manager to join, lead and further develop a team of professional Estate Settlement service specialists. This function is responsible for timely and compassionate processing of estates and deceased estate cases across transactional based accounts, ensuring our customers are heard and serviced to the highest possible quality.
The Estates team are responsible for the End-to-End case management for a Deceased Estate which include transactional based accounts, unsecured lending products and business products. Our role is to provide a caring, transparent and frictionless service to the loved ones of customers who have passed away. This is measured by the elimination of complaints, rework and Banking Code of Practice (BCOP) Breaches and the delivery of same day service.
The Role.
As a Team Manager within ESS, you will lead by example and provide development in the form of coaching and mentoring to your team to get the best out of each team member. You will be skilled at training others on best practice and efficient and effective ways to communicate in difficult situations and will be able to share knowledge in a way that is insightful, empathetic and educative.
You will build and maintain working relationships across our counterparts in Commsec, Financial Assistance Solutions (FAS) and Contact Services, as well as, working closely with both Document Management & Imaging Management.
On any given day you will:
- Coordinate and manage work volumes & resources and overall team performance relating to the processing of bereavement cases
- Anticipating and addressing operational issues and risks, proactively planning and resourcing the team effectively to deliver a consistently high quality service.
- Continuously review policies and procedures to ensure compliance and efficiency is achieved
- Work across and deliver projects and continuous improvement and process efficiency enhancements to create experiences our customers will appreciate
We’re interested in hearing from people who have;
You will have demonstrable people leadership experience and enjoy working closely with your team to develop skills or exceptional knowledge across Bereavement Support Services processes. You will have excellent attention to detail skills and will have well-developed relationship building experience in order to collaborate with stakeholders across the Group in other bereavement support functions.
You will also have:
- Proven record of developing employees and their skill set.
- Strong track record of transformation, including experience in driving projects/initiatives that lead to improved business standards.
- Excellent Communication and stakeholder management skills
- Ability to break complex problems into smaller ones by analysing data with the help of industry tools.
- Strong senses of Risk Control and Management.
- Ability to articulate thoughts and express ideas effectively using oral, written and visual communication skills.
- Ability to motivate and engage your team to deliver outstanding results for the customer
- Have a customer service operations mentality to assess process inefficiencies.
- Demonstrated ability to drive a continuous improvement culture within a team.
From here, the opportunities are endless
At CommBank, we’re committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value’s driven organisation, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities.
We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.
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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