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. 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

Business & Team: Retail Operations

Impact & contribution: In this role you will lead a team of associates and will be responsible for day-to-day operations and adherence to operational service level agreements (SLA).

Roles & Responsibilities:

• Responsible for monitoring and continuous improvement of the operation activities to keep and improve its accuracy and readiness as well as per fact- based analysis.
• Ensuring delivery of operational activities within agreed SLA targets.
• Managing the team to ensure your teams call centre metrics such as adherence to schedule, quality requirements and productivity measures are met.
• Conducting regular chat review and provide appropriate feedback and coaching to employees.
• Managing complex enquiries and complaints within area of control, act as point of reference for escalated enquiries.
• Drive monitoring and improvement process with a complete understanding of the operation process.
• People and Resource Management (e.g. people development, attrition, pipeline/skill monitoring, training program) for the team.
• Improving and maintaining controlled environment (e.g. necessary control activities along with process flows implemented, appropriate control tools in place, team members fully understand risk and related controls.
• Take responsibility for the quality of work submitted and ensure highest standards are maintained.
• Manage the performance Management cycle, objective settings, development and career planning, performance appraisal and rewards and recognition.
• Ownership of internal communication and status update.
• Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations etc.
• Applying CBA people leadership principles, systems and policies to effectively manage, develop and reward team; coaching and motivating them through observation and feedback to cause performance and engagement
• Lead and empower teams towards progress and living by CBA values, building an engaging culture
• Take responsibility for the quality of work submitted and ensure highest standards are maintained.
• Manage the performance Management cycle, objective settings, development and career planning, performance appraisal and rewards and recognition.
• Ownership of internal communication and status update.
• Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations etc.
• Applying CBA people leadership principles, systems and policies to effectively manage, develop and reward team; coaching and motivating them through observation and feedback to cause performance and engagement
• Lead and empower teams towards progress and living by CBA values, building an engaging culture
  
  

Essential Skills:

• Minimum 8 Years’ experience in Retail Operations (Preferred).
• Candidate should have relevant Lending experience or experience in managing messaging services
• Understanding of the end-to-end process flow for unsecured products.
• You are flexible to work in a 24/7 rotational shift environment.
• Leadership and management within a financial services organization
• Stakeholder management (with internal team), influencing
• Demonstrable risk management accomplishments (Process risk, People risk)
• Experience in handling larger teams; preferably 10+ team members
• Excellent interpersonal, communication, and presentation skills
• Ability to break complex problems into smaller ones by analysing data with the help of industry tools.
• Possess a service-based mind-set with strong customer focus.
• Creative thinking and problem-solving skills
  
  

Educational Qualifications:

• Bachelor’s degree in business management/ business administration/ computer applications/ commerce.
  
  

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

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Advertising End Date: 21/05/2025