Organization: At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Operations Team Leader

Location: Bangalore- Manyata Tech park

Business & Team:

CSD – Everyday Banking

Impact & Contribution: The Direct Banking team is an integral part of CSD Business who assist the retail bank customers by identifying and resolving their banking enquiries through quality conversations over messaging services, we support our customer in a 24/7 environment

Roles & responsibilities:

• Providing your team of direct reports with coaching & development to meet business performance targets and standards.
• Ability to understand the process and provide value adds, insights and continuous improvement opportunities within your business.
• To assist targets being achieved by providing high quality and consistent interactions. 
• Managing the team to ensure your teams call centre metrics such as adherence to schedule, quality requirements and productivity measures are met. 
• Conducting regular chat review and provide appropriate feedback and coaching to employees. 
• Managing complex enquiries and complaints within area of control, act as point of reference for escalated enquiries. 
• Assisting in the implementation of policies and procedures to ensure the effecting running of the contact centre. 
• Maintains effective stakeholder relationship within and across businesses.
• Is aware of impact and importance of Risk and Compliance requirements within a banking contact centre environment.

Essential Skills:

• 1-3 years of customer support experience

• You are a self-motivated individual who is passionate about leading and inspiring your team to thrive and deliver results. You are also a change leader and have a growth mindset. 

• You are flexible to work in a 24/7 rotational shift environment.
• Lending knowledge/experience is desired. 
• Demonstrated team leadership, coaching and people management skills. 
• Able to perform well in an ambiguous, fast paced and highly regulated environment. 
• You collaborate well & understand shared success.  
• You are passionate about customer satisfaction, can show initiative; and problem solve for a wide variety of situations.

Qualifications:

• Any Graduation

Advertising End Date: 09/09/2024