Manager Dispute Operations | Sydney, Au
Vor 3 Tagen
Manager Dispute OperationsCommonwealth Bank of Australia Sydney, Australia
Manager Dispute OperationsCommonwealth Bank of Australia Sydney, Australia Apply now Posted 21 hours ago Permanent Competitive Manager Dispute OperationsCommonwealth Bank of Australia Sydney, Australia Apply now
The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes.
Core to the functions of the COO is a focus on customer.
Every process that we execute has a significant impact on customer experience.
The COO includes Retail Operations, Business & Institutional Operations, Market Operations and Financial Crime Operations.
Do work that matters
As a Manager, you will Responsible for leading the disputes team including the Representations and Arbitrations functions.
The Manager Disputes Operations reports directly to the Senior Manager, Dispute Services.
The role will have 15 - 20 direct reports.
See yourself in our Team
You will be expected to perform the following tasks in a manner consistent with CBA's Values and People Capabilities.
Manage Disputes team member activities including assisting with escalations, customer enquiries and general support needsPeople and Resource Management for the teamMaintain effective standardised operating processes and proceduresAdherence to policies and procedures and meet or exceed established Service Level AgreementImproving and maintaining a robust control environmentTake responsibility for the quality of work submitted and ensure high standards are maintainedMange the performance management cycle, objective settings, development and career planning, performance appraisal and rewards and recognitionOwnership of internal communication and operational reportingManaging stakeholder communication across multiple lines of business on operational milestones, process changes, escalations etc.Lead and empowering teams, living by CBA values and building an engaging cultureDemonstrate an understanding of the end-to-end disputes process and relevance to customers We're interested in hearing from people who have 5+ years of leadership experience requiredHigher tertiary education in Business (Desirable)Previous disputes investigation experience or a sound background in operations processingIn depth knowledge of retail banking, ideally with experience of VISA and MASTERCARD policies and regulatory requirementsAbility to organise workflow, prioritise tasks and deliver high quality outcomesStrong track record of continuous improvement, including experience of driving initiatives that lead to improved business and customer outcomesFamiliar with the regulatory requirements relating to payments and remittance processingProven record of developing employees and supporting their developmentAbility to articulate thoughts and express ideas effectively using oral, written, visual communication skills and excellent stakeholder management skillsSound judgement - exercise critical thinking in analysing and assessing issues and taking ownership of outcomeExtensive operations management experience, including a minimum 5 years of people management and experience implementing system changes in operational teamsExceptional Operational, management and analytical skillsAbility to analyse complex problems, identifying root cause and use data driven solution.Possess a service-based mind-set with strong customer focusExcellent communication and stakeholder management skills, support by collaboration mind-setStrong senses of Risk Control and ManagementDetail Oriented - Exercise strong attention to details; is thorough, accurate, organised, and productive and seeks to understand both cause and effect of a situationTeam player with the ability to work toward measures that deliver customer experience and service quality outcomesDemonstrating the ability to grasp concepts in a fast-changing environmentResilience and ability to work effectively in a changing environment
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.
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Advertising End Date: 04/12/2024
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