Manager - Change & Delivery
**Do work that matters**
**Retail Banking Services (RBS)** is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and business customers.
**Customer Service Direct (CSD)** is at the heart of the Retail Bank and comprises of three frontline business units (Direct Banking, Direct Lending, Collections & Recoveries), two business support teams, and three Crews. More than 3500 staff interact with thousands of customers each day, from helping with their products and accounts, to buying a car or new home, through to vulnerable customers who may also be experiencing hardship.
The CSD vision is to support our customers during the moments that matter, by providing exceptional service experiences across lending, collections and service journeys via voice and digital interactions.
The **Direct Lending Centre of Excellence (CoE)** supports the Direct Banking business, and broader CSD, through provision of delivery, change management, people experience, process design, and communications functions.
**See yourself in our team**
Reporting to the Chapter Lead, the Change and Delivery Manager will partner with the business and CSD Crews to provide domain expertise and the delivery of business outcomes. You will also work with cross-chapter CSD CoE teams to define and uplift delivery capability, drive implementation, embedding and continual improvement methodologies, frameworks, tools and processes.
**Responsibilities**:
- Partner with Pace Crews to deliver changes required to uplift the customer experience across our business teams, including Direct Banking, Direct Lending and Collections & Recoveries.
- Lead the end-to-end delivery of initiatives and projects that enable our frontline teams.
- Facilitate change management activities, ensuring the changes are successfully embedded in frontline teams.
- Utilise various data points (QA, NPS, Complaints, front-line feedback) to contribute to the improvement of the customer's experience via Breakpoint forums, and identify the required areas of focus for the team.
- Use your knowledge of frontline operations and customers to support Crews to identify and solve for customer breakpoints and ensure that solutions are suitable and fit-for-purpose for the impacted customers and operations.
- Undertake solutions design based on your strong understanding of CSD operations.
**We're interested in hearing from people who possess**:
- Understanding and experience of working within an AGILE environment, together with demonstrated competencies across analytics, operational optimisation and process excellence.
- Strong communication and stakeholder management skills are needed to complete the role.
- Change and project management experience delivering multiple projects.
- Strong understanding of banking call centre operations and customers, with frontline experience.
- Experience in process re-engineering and operational problem solving.
- Ability to consult, influence and drive change with stakeholders.
- Awareness of regulatory and compliance requirements is beneficial.
- Strong verbal and written communication skills are essential.
We operate in a **hybrid working environment**, meaning a blend between being in one of our offices and working remotely.
**If you love addressing customer breakpoints and working to deliver key business strategic goals of customer excellence, then **
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Advertising End Date: 10/11/2024
Job ID REQ221150