Manager - Change & Delivery

vor 3 Wochen

Sydney, Österreich Commonwealth Bank Vollzeit

Do work that matters
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and business customers.
Customer Service Direct (CSD) is at the heart of the Retail Bank and comprises of three frontline business units (Direct Banking, Direct Lending, Collections & Recoveries), two business support teams, and three Crews. More than 3500 staff interact with thousands of customers each day, from helping with their products and accounts, to buying a car or new home, through to vulnerable customers who may also be experiencing hardship.
The CSD vision is to support our customers during the moments that matter, by providing exceptional service experiences across lending, collections and service journeys via voice and digital interactions.
The Direct Lending Centre of Excellence (CoE) supports the Direct Banking business, and broader CSD, through provision of delivery, change management, people experience, process design, and communications functions.
See yourself in our team
Reporting to the Chapter Lead, the Change and Delivery Manager will partner with the business and CSD Crews to provide domain expertise and the delivery of business outcomes. You will also work with cross-chapter CSD CoE teams to define and uplift delivery capability, drive implementation, embedding and continual improvement methodologies, frameworks, tools and processes.
Responsibilities:

Partner with Pace Crews to deliver changes required to uplift the customer experience across our business teams, including Direct Banking, Direct Lending and Collections & Recoveries.
Lead the end-to-end delivery of initiatives and projects that enable our frontline teams.
Facilitate change management activities, ensuring the changes are successfully embedded in frontline teams.
Utilise various data points (QA, NPS, Complaints, front-line feedback) to contribute to the improvement of the customer's experience via Breakpoint forums, and identify the required areas of focus for the team.
Use your knowledge of frontline operations and customers to support Crews to identify and solve for customer breakpoints and ensure that solutions are suitable and fit-for-purpose for the impacted customers and operations.
Undertake solutions design based on your strong understanding of CSD operations.

We're interested in hearing from people who possess:

Understanding and experience of working within an AGILE environment, together with demonstrated competencies across analytics, operational optimisation and process excellence.
Strong communication and stakeholder management skills are needed to complete the role.
Change and project management experience delivering multiple projects.
Strong understanding of banking call centre operations and customers, with frontline experience.
Experience in process re-engineering and operational problem solving.
Ability to consult, influence and drive change with stakeholders.
Awareness of regulatory and compliance requirements is beneficial.
Strong verbal and written communication skills are essential.

We operate in a hybrid working environment , meaning a blend between being in one of our offices and working remotely.
If you love addressing customer breakpoints and working to deliver key business strategic goals of customer excellence, then apply now

#J-18808-Ljbffr

  • Website Manager

    vor 1 Monat

    Sydney, Österreich AMP Vollzeit

    This is a Website Manager role with one of the leading companies in AU right now 🔥 -- AMP -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at AMP 🧐🧐We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and...

  • Assistant Product Manager

    vor 4 Wochen

    Sydney, Österreich Amp Vollzeit

    Assistant Product Manager Job DescriptionIf you live in Australia or New Zealand, you've likely heard of AMP.But at a time when society is changing, we are too.We're now a nimbler business with new leadership and thinking.For us, these are exciting times.There's a real potential for big thinkers to help us redefine what financial services could be.And turn...

  • Assistant Product Manager

    vor 4 Wochen

    Sydney, Österreich Amp Vollzeit

    Assistant Product ManagerJob DescriptionIf you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And...

  • Digital Performance Manager

    Vor 2 Tagen

    Sydney, Österreich AMP Vollzeit

    This is a Digital Performance Manager role with one of the leading companies in AU right now 🔥 -- AMP -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at AMP 🧐🧐**How you’ll make an impact** The Digital Growth team delivers best in class digital experiences for...

  • Senior Manager, Partnerships

    vor 4 Wochen

    Sydney, Österreich Amp Vollzeit

    If you could create the best digital bank in Australia, what would it look like? How would it make life easier? And what would you do to create a 6-star customer experience?We're wondering the same thing.We're building something newWe're building the new AMP Bank: a fully digital bank with new products, delivered via a mobile app with killer features, to...

  • Senior Manager, Partnerships

    vor 4 Wochen

    Sydney, Österreich Amp Vollzeit

    If you could create the best digital bank in Australia, what would it look like?How would it make life easier?And what would you do to create a 6-star customer experience?We're wondering the same thing.We're building something newWe're building the new AMP Bank: a fully digital bank with new products, delivered via a mobile app with killer features, to make...

  • Assistant Product Manager, Lending Product Development

    vor 1 Monat

    Sydney, Österreich Amp Vollzeit

    If you live in Australia or New Zealand, you've likely heard of AMP.But at a time when society is changing, we are too.We're now a nimbler business with new leadership and thinking.For us, these are exciting times.There's a real potential for big thinkers to help us redefine what financial services could be.And turn our legacy into something even more...

  • Content Strategist

    vor 1 Monat

    Sydney, Österreich AMP Vollzeit

    This is a Content Strategist & Writer role with one of the leading companies in AU right now 🔥 -- AMP -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at AMP 🧐🧐**How you’ll make an impact** The Marketing team takes a strategic approach to marketing aligned to...

  • Assistant Product Manager, Lending Product Development

    vor 1 Monat

    Sydney, Österreich Amp Vollzeit

    If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more...

  • Manager - Structuring

    vor 2 Monaten

    Sydney, Österreich Amp Vollzeit

    If you live in Australia or New Zealand, you've likely heard of AMP.But at a time when society is changing, we are too.We're now a nimbler business with new leadership and thinking.For us, these are exciting times.There's a real potential for big thinkers to help us redefine what financial services could be.And turn our legacy into something even more...

  • Creative Digital Designer

    vor 1 Monat

    Sydney, Österreich AMP Vollzeit

    This is a Creative Digital Designer role with one of the leading companies in AU right now 🔥 -- AMP -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at AMP 🧐🧐We help people with their banking, super, retirement and finances. Through upturns, downturns,...

  • Staff Engineer

    Vor 2 Tagen

    Sydney, Österreich Culture Amp Vollzeit

    This is a Staff Engineer - Design System role with one of the leading companies in AU right now 🔥 -- Culture Amp -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Culture Amp 🧐🧐The Design System team helps Culture Amp product teams to create user experiences...

  • Creative Copywriter

    vor 1 Monat

    Sydney, Österreich AMP Vollzeit

    This is a Creative Copywriter role with one of the leading companies in AU right now 🔥 -- AMP -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at AMP 🧐🧐We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and...

  • Unit Pricing Analyst

    vor 2 Wochen

    Sydney, Österreich Amp Vollzeit

    Unit Pricing AnalystJob Description If you live in Australia or New Zealand, you've likely heard of AMP.But at a time when society is changing, we are too.We're now a nimbler business with new leadership and thinking.For us, these are exciting times.There's a real potential for big thinkers to help us redefine what financial services could be.And turn our...

  • Unit Pricing Analyst

    vor 2 Wochen

    Sydney, Österreich Amp Vollzeit

    Unit Pricing Analyst Job Description If you live in Australia or New Zealand, you've likely heard of AMP.But at a time when society is changing, we are too.We're now a nimbler business with new leadership and thinking. For us, these are exciting times.There's a real potential for big thinkers to help us redefine what financial services could be.And turn our...

  • Unit Pricing Analyst

    vor 2 Wochen

    Sydney, Österreich Amp Vollzeit

    Unit Pricing AnalystJob DescriptionIf you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our...

  • Home Lending Product And Pricing Analyst

    vor 1 Monat

    Sydney, Österreich Amp Vollzeit

    Home Lending Product and Pricing AnalystAnalysis & Reporting (Banking & Financial Services)If you live in Australia or New Zealand, you've likely heard of AMP.But at a time when society is changing, we are too.We're now a nimbler business with new leadership and thinking.Help people create their tomorrow, while you create yours We help people with their...

  • Product Analyst, Everyday Banking

    vor 1 Monat

    Sydney, Österreich AMP Vollzeit

    This is a Product Analyst, Everyday Banking role with one of the leading companies in AU right now 🔥 -- AMP -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at AMP 🧐🧐**12 Month Fixed Term Contract** If you live in Australia or New Zealand, you’ve likely heard...

  • Senior Change Manager | Sydney, Au

    vor 4 Wochen

    Sydney, Österreich Efinancialcareers Ltd. Vollzeit

    Job Description Be part of a high performing teamLocation: SydneyInitial 9 months contractHybrid role The opportunityThe Senior Change Manager is accountable for the design and delivery of Change Management solutions to support the successful delivery for the project or projects to which they are assigned.Description of division and business unitThe...

  • Home Lending Product And Pricing Analyst

    vor 1 Monat

    Sydney, Österreich Amp Vollzeit

    Home Lending Product and Pricing AnalystJob DescriptionIf you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services...