Posted: 16h ago
The role
Empower a team to deliver standout customer-first experiences.
- Drive insights-led improvements to ways of working
- Influence strategic outcomes through data and performance insights
- Drive smarter planning, financial control, and risk management
- Campaign for solid and effective change management and support our people through fast-paced change
- Be a trusted partner across business operations
Do work that matters
The Chief Operating Office (COO) Division is a centre of excellence for CBA. Every process we execute has a direct impact on our customers' experience.
As part of the Post Settlements and Discharges team, you'll be supporting a fast-paced BU focused on delivering premium and transformed service experiences that build strong, lasting relationships with our customers. You'll play a key role in enabling operational excellence and driving improved process and customer outcomes that align with our Group's strategic objectives.
As a Performance Lead, you'll be part of a team that drives strategic change, operational excellence, and continuous improvement across the business. You'll play a key role in ensuring our business area delivers on its commitments through effective planning, governance, and performance tracking.
You will manage performance against the strategic agenda for the business and track activities across planning, operations, change, financial management, and risk. You'll use data‐driven insights to inform decisions, enhance procedures, and support the business in achieving its productivity and financial goals.
Key responsibilities for this role include
- Prepare governance reporting including milestones, financials, benefits, and risks
- Track metrics against OKRs and identify continuous improvement opportunities
- Monitor workforce and financial activity including forecasts, budgets, actuals, and reconciliations
- Influence enhancements to procedures to support an improved risk profile, operational and financial control, and productivity targets
- Manage triage of information and requests to ensure delivery and escalation of risks/issues
- Lead initiative deep dives and identify actions to close gaps
- Manage complex change while building strong stakeholder relationships and operating with an enterprise mindset
We're interested in hearing from people who have
- Experience in performance management, financial tracking, and strategic planning
- Strong analytical and problem‐solving skills with a focus on continuous improvement
- Strong coordination and delivery skills, with a focus on aligning work to strategic goals
- Proven experience in customer service or operational environments
- Strong understanding of managing risk and delivering value to customers in manual process environments
- Excellent stakeholder engagement and communication skills
- A proactive mindset and the ability to manage change in a complex environment
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