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:- Data Analytics – Chapter Lead

Location:- Manyata Tech Park , Bangalore

Business & Team:-

Customer Service Direct – Frontline Experiences CoE

Chapter Area: Data Analytics CSN & CSD

Impact & Contribution :

This role sits in the Insights Analytics Chapter Area and would focus on analytical insights and reporting needs for Customer Service Direct (CSD). CSD provides extensive virtual service support in voice and messaging channels to ensure customers can access us flexibly with ease when they need to and have an excellent experience, every time. Your impact will shape these frontline customer interactions and you will be at the forefront of the path towards increasing customer advocacy, and our Group goal of NPS+30. You will report into the Chapter Area Lead Data Analytics.

People leadership, team engagement, building analytical capability and development of Chapter members, and delivering work as a squad member (staying ‘on the tools’) would be key to the success of this role.

The Chapter Lead leads the chapter and develops the capability of individuals in a chapter instance, manages performance and talent processes in addition to performing work in the Squad or CoE.

Please note this is a Senior Manager level role.

Roles and Responsibilities:

Lead and develop the capability of individuals across the chapter, driving analytics strategies and process efficiency, enabling data driven decisions and customer outcomes.

• Deliver Crew and/or COE outcomes within the squad.​
• Facilitate the constructive resolution of conflicts which may arise both internally and externally to the Chapter.
• Provide people leadership and management including on boarding, hiring, skill building, career development, coaching, performance management and team engagements for Chapter members, in line with guidance from the Chapter Area and/or Practice.
• Implement and support consistent ways of working across the Chapter.​
• Set clear expectations on the guardrails and standards to be applied as defined by the Chapter Area and/or Practice.
• Contribute to the uplift of the Chapter’s maturity through SME knowledge and by driving and fostering collaboration across the Chapter to create a culture of sharing, learning and problem solving.
• Seek data and feedback to inform metrics and leverage to support continuous improvement efforts.​
  Manage complex analytics projects, overseeing timelines, budgets and ensuring that the team delivers high quality work.​​
• Apply advanced skills and data analysis techniques to identify trends, patterns and insights that can drive business decisions.​​
• Implement and monitor technologies, techniques and processes for capturing business intelligence, adjusting business processes both internally and cross-organisationally.​​
• Utilise tools, techniques and processes for gathering and reporting data.​​
• Develop and monitor practices and processes to ensure the security, quality, integrity, safety and availability of all forms of data and data structures.​​
• Establish data governance standards and processes, and ensuring that data is accurate and reliable.​​

Stay up to date with emerging trends in data analytics, data science and technology and share findings with team.

Essential Skills:​

• More than 12+ years of relevant experience.
• Business Analytics​
• Data Analysis Tools​
• Design Thinking​
• Programming Languages​
• Quantitative Techniques​
• Statistical Analysis and Measurement​

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Qualification:-

• Bachelor’s degree in Engineering Or Master’s degree Or Ph.D. in Data Science, Machine Learning, Computer Science, Computational Linguistics, Statistics, Mathematics, Engineering, Physics.

Advertising End Date: 09/10/2024