15 Month secondment
Business Banking Services (BBS) provide sales and retention, contact centre and middle office support for B&PB and Retail Banking Services Small Business. Through this support model, we accept over 10,000 customer calls per day and action over 2.2 million work requests per year for business banking customers of the Commonwealth Bank. BBS is a very diverse business, supporting a broad range of products and services across all customer segments.
Do the work that matters:
The Business Banking Contact Centre teams support;
- our Relationship Bankers in Business & Private Bank by taking their client calls
- all non-relationship managed business customers with a business banking need
- the Group’s 180,000+ Merchant customers with general queries and technical issues relating to their EFTPOS terminals and other Merchant products
- the 50,000+ clients who use CommBiz; the Group’s market leading online banking solution for businesses
- clients who make use of the Group’s Corporate Card products
Through the use of a leading telephony platform and other communication channels 24 hours per day, 7 days per week, and 365 days per year.
Reports into the Executive Manager – Business Banking Contact Centre
As Contact Centre Manager (CCM) your role will be to lead, develop and retain a team of specialists in a Contact Centre environment. You will ensure that the team has the necessary skills, attributes and behaviors to meet and exceed the servicing needs of our customers.
The CCM should at all times demonstrate a commitment to driving purposeful, positive change to help achieve the strategic vision whilst displaying and role modelling the Group’s Values.
The CCM is required to lead and manage a Centre within the Business Banking Contact Centre. Specifically, the role is responsible for:
- Successful delivery of quality service to customers and business partners (internal & external).
- Continual review and improvement of business practices and processes.
- Planning and successful implementation of change initiatives.
- Development of a high performance culture in line with CBA’s vision and values.
- Efficient use of resources resulting in the achievement of productivity and utilisation targets.
- Management of operational risk and compliance controls.
- Day to day responsibility for meeting business objectives across a range of Key Performance Indicators as set by your Executive Manager and the wider business
- Work with your Executive Manager, peers and people to lead a contact centre focused on providing exceptional customer service, increasing first point resolution and reducing contact volumes through driving self-service initiatives
- Manage all aspects of the contact centre teams within your reporting lines, providing your Team Managers with leadership, coaching and support so that they are able to meet their objectives and are capable to lead their teams to do the same
- Lead and drive a culture of Productivity in the business where people are encouraged to contribute to customer service focused improvement ideas
- Drive employee engagement to maintain a positive culture within your team and across the wider business
- Ensure the integrity of data entered into the bank’s systems is to the required levels of quality, accuracy and completeness
- Ensure customer complaints received in your team are managed appropriately and in a timely manner to minimise business loss and potential brand damage
- Manage key relationships with stakeholders, acting as an escalation point for issues as they arise
- Support and drive campaigns and initiatives as required by the business and our stakeholders from time to time
- Ensure your teams are proactive in identifying additional customer needs for the Bank’s full suite of business products (commercial lending, deposit and investment products & services) and referring the opportunity as relevant
- Monitor the activities of your team members to confirm that they adhere to the Group’s governance policies and standards, and take corrective action when non-compliance is identified. Highlight any issues requiring process change and implement best practice.
- Effective management of operational risk exposures through maintenance of an effective control environment and building a culture of “best practice” risk management throughout the team
Skills & Experience
- Experience in managing a (minimum 30 seat) contact centre
- Ability to think creatively and to problem solve, develop solutions and share outcomes.
- Ability to cope in a high pressure 24x 7 environment
- Understanding of traditional Contact Centre metrics
- Effective communicator both internally and externally
- Ability to lead change and deliver business results.
- Ability to think analytically and use data and insights to make decisions.
- Strong organisational skills, with a demonstrated ability to achieve deadlines and prioritise effectively.
- Good team player able to provide clear leadership and drive for team success
- Possess high levels of motivation, drive and strong success orientation
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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Advertising End Date: 09/10/2024