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. Each of us globally is dedicated to offering outstanding service, excellent advice and intuitive solutions to help our customers manage their finances in the ways they want to. 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 Manager

Location: Bangalore- Manyata Tech park

Business & Team:

The Direct Banking business brings together all Home Loan and Consumer Lending activity across Retail Banking Services (RBS). This area is critical to the development of a seamless multi-channel operation giving customers access to an optimised lending experience based on how their preferred channel of interaction.

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

Impact & Contribution:

Utilise advanced expertise and a broad range of concepts, technology and domain knowledge to develop and deliver world class software solutions to meet business needs.

You will contribute to the financial well-being of our customers by ensuring that our team builds the best solutions possible using modern development practices that ensure both functional and non-functional needs are met.

If you have a history of building a culture of empowerment and know what it takes to be a force multiplier within a large organisation then you’re the kind of person we are looking for

Roles and Responsibilities :

• Daily SLA management, reporting and governance.
• Conduct Audits on TL KPIs as designated and required by the business)
• Team performance management through effective leadership and guidance to Team Leaders and designated operational Span as guided by the business.
• Shrinkage and Attrition governance
• Team Engagement – Design and drive effective people engagement, career progress/development initiatives to contribute to Voice of the Employee experience.
• Governance and Reporting of Productivity within messaging span
• Able to understand Support functions and collaborates across functions to strategize, design, and implement optimization of delivery potential.
• Sound knowledge of process and policies and can drive insights and lead continuous improvement.
• Participates and/or leads Governance meetings representing designated span and can provide overall business performance insights and betterment opportunities – valued adds.
• Can identify, implement, run Projects in collaboration with internal stakeholders’ /teams.
• Is analytical and able to conduct effective performance, Risk and Business RCA to provide relevant insights to the leadership team and relevant stakeholders across CBA, as and when necessary.
• Manages internal stakeholders, builds, maintains, and promotes healthy work environment across businesses

Essential Skills:

• 12 years of over all 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 Graduates and above

Advertising End Date: 08/09/2024