Operations Team Lead

आवेदन करें
Operations Team Lead
C
Commonwealth Bank
बेंगलुरु, कर्नाटक
आवेदन करें
20 घंटे पहले
फ़ुल-टाइम
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.

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Your business

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers.

We offer market-leading products and services, supported by some of the world's best systems and processes.

Your team

The team provides the vital assurance and insights in securing to the integrity of the key functions within Customer Service Direct (CSD), this includes providing assurance over interactions conducted across a range of channels including telephony and file management and across the full suite of products and process conducted within CSD, and specifically this role will be responsible for the Assurance over the Direct Banking and Direct Lending team.

The Manager is responsible for leading their teams in ensuring that CSD are consistently operating within the quality and compliance guidelines.

They are responsible for ensuring their teams are focused on the right detection activities that secure the financial wellbeing of our customers by building adequate business practices, provide high quality data insights, trends and timely feedback to maintain a high standard of risk culture.

Your responsibilities

As a Quality Assurance Manager it is expected that you will :
• Manage your team and supporting the day-to-day operations
• Ensure staff resources are effectively managed to meet customers demands
• Delivery of People Management Essentials - drive team development, performance, coaching, reward and recognition and risk management
• Monitoring customer interactions in accordance with agreed Compliance frameworks
• Designing and implementing agreed call and file quality criteria
• Conduct call quality monitoring, review and provide feedback / coaching to team members
• Analyst the team's performance to devise plans to achieve the Team's performance target
• Continuously look for opportunities to improve the day-to-day operational environment including reporting enhancements, self-serve data options, improving productivity, etc.
• Participate and manage strategic initiatives which deliver benefits to the business and improve our way of working
• Ensure SLA's and team targets are met or exceeded
• Producing monitoring reports and recommendations on a daily, weekly, monthly and ad hoc basis
• Liaise with stakeholders to provide overall trends and analysis of Quality Assurance results
• Lead calibration sessions to ensure consistency across the teams
• Assist Senior Manager QA with reporting, QA projects and any other assigned tasks
• Conduct risk management responsibilities including CAP requirements such as Monthly sampling of QA Analysts work
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people

Your skills & experience
• Knowledge of training, controls and assurance on compliance obligations relevant to Direct Banking and Direct Lending
• Strong financial services experience particularly within retail banking.
• Positive and proactive stakeholder interaction
• Clear verbal and written communication
• Solid planning skills
• Strong continuous improvement practices to Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.

analyse trends, diagnose problems / issues and recommend appropriate actions dealing with the underlying root causes
• Ability to strengthen the Risk Management framework through the implementation of improved monitoring processes
• Experience in leading remote based teams is an advantage
• Ability to work collaboratively within a team driven environment

Your qualifications

People Leadership - Sound

Planning and Organising - Sound

Problem Solving - Sound

Risk Management - Better risk outcomes - Sound

Understanding customer's needs - Advanced

Effective Communications - Sound

Your development

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application.

We're keen to support you with the next step in your career.

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