This is a key role on the Home-in Leadership Team, reporting to the Managing Director.  

• You will lead two internal teams, the Conveyancing Operations team and the Customer Experience team, currently 20 FTE  

• You will also lead the operational activities of the conveyancers and lawyers from our partner law firms 

Role Overview 

As Head of Operations and Customer Experience you will lead and inspire our operations and customer experience teams to deliver outstanding service for our customers and CommBank lenders efficiently and effectively.  

Your approach will enhance our customer centric performance culture, and you will engage and develop our team through effective coaching and leadership ensuring we meet all operational business requirements and efficiently manage costs. The role co-ordinates and delivers outcomes consistent with our processes and risk appetite, focusing on the goal of consistently delivering the best customer experience. 

Key Responsibilities 

People Leadership and Operations Management:

• Create a high performance, customer focused culture through effective leadership of the Operations and Customer Service teams 

• Manage the full team member life cycle including capacity planning, recruitment, onboarding, training and development, performance management, and reward and recognition 

• Drive employee engagement, productivity, and pride in service outcomes 

• Leverage reporting and metrics to objectively manage operational outcomes  

Risk Management, Quality Assurance and Compliance:

• Buying or selling a home is typically the largest financial transaction of a customer’s life, it’s important we get it right each time 

• Ensure high standards of process quality and data integrity  

• Effectively lead customer complaint management and escalation  

• Ensure all activities meet the Group’s governance policies and standards and take corrective action where relevant 

• Ensure provide a safe workplace for our people 

Operational Performance, Change Management, Continuous improvement:

• Lead day-to-day operations ensuring team deliver high performance outcomes 

• Manage key service providers to ensure they are meeting their SLAs and delivering great customer outcomes  

• Responsible for accurate stakeholder reporting on operational and partner performance, risk management and issue resolution 

• Lead the generation of insights that enable continuous improvement of customer outcomes and efficiency  

• Effectively manage change for customers, our team and partners, including logistics, communication and training activities 

Experience 

• Significant experience leading operations, with proven results in cultivating high performance teams 

• Demonstrated experience leveraging metrics, SLA’s and reporting to drive decision making. 

• Ability to deliver continuous change, without impacting customer outcomes 

• Experience delivering outcomes within a regulated environment or similar environment with defined risk appetite 

• Experience problem solving complex customer escalations across functional teams with effective stakeholder management.   

Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for! 

Why Join Us? 

• This is an opportunity to have a positive impact daily on one of the most important transactions in Australians lives. 

• Be part of reimagining and continuously improving Home-In operations  

• Enjoy a flexible and dynamic start-up environment 

• We nurture a safe space for our people to show up as they are! 

• Competitive salary and bonus structure 

• Opportunities for professional growth and development 

• Access to the best in class benefits that CommBank offers.