Senior Manager

Description:

Senior Manager, Direct Banking Melbourne

What we can offer:

• Work from home arrangements
• Shifts: Sun – Thurs 11.00am – 7.21pm

Your business:

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.

Your team:

In Direct Banking we see ourselves as more than a Bank, more than a place to work and more than just a provider of services and products. We are a team of approximately 900 people, looking after almost 1 million customer contacts each month. The team is based on the Eastern Seaboard of Australia with centres in Newcastle, Sydney, Melbourne and Tasmania.

Our Customer Service Centre’s (CSC) work in teams made up of Customer Service Representatives and Customer Needs Specialists, led by a Team Leader. Our CSC’s operate 7 days a week.

Your impact & contribution:

A Senior Manager coaches, manages and leads a team of engaged, energetic and professional Team Leaders and Agents to success in service and sales outcomes underpinned by role modelling behaviours that support our front line.

As the Senior Manager, you will be accountable for the performance of the operation. Your primary focus will be to work with and manage all your teams to achieve KPIs targets, including operations (for example call control, adherence, and budget) and customer experience.

You will stay close to the front line teams to understand customer feedback, escalating issues as appropriate and taking corrective action to ensure that the customers’ needs are always the priority.

Much of your time will be spent coaching your leaders through observations, group and development activities. You will translate The Group’s Values and Purpose into performance expectations all the time displaying your passion for the customer.

While handling day to day operations and management you will always have continuous improvement and development of processes, procedures and practices to the world’s best practice standards as a key focus. Collaboration with your peers and stakeholders will be the key to success in the implementation of these improvements.

Your reporting lines:

This role reports to the Executive Manager Sales & Service.

Your responsibilities:

• Coach, develop and lead your teams through observation, feedback and coaching
• Analyse the work performance of the team to identify better ways to perform tasks and contribute ideas to make systems and processes more effective
• Ensure the customer service standards and call centre metrics expectations are delivered and understood and practiced by team members on a day to day basis
• You will establish a strong operating rhythm with your team to ensure we are leading with Values and delivering outcomes in line with KPI’s
• Review and coach your Team Leaders team performance (Including Call Quality/UPA/Business Outcomes), review team goals and focuses, People updates or potential risks and their personal development.
• Ensure that all and any people management issues are effectively handled and that coaching activities are undertaken effectively, this will include coaching staff at all levels
• Complete call escalations and First Point complaints when required

Your skills & experience:

• Demonstration of high level leadership skills capabilities and people management
• Demonstrated experience in coaching and development of staff
• Strong Stakeholder Management
• Understanding of Call Centre environment and metrics
• Excellent interpersonal and communication skills
• Demonstrated ability to work in and deliver excellent customer service in a fast paced, driven and open environment
• Your development:

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.

If you're already part of the Commonwealth Bank Group (including Bankwest), 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.