Joining Customer Service Direct (CSD), the Executive Manager, Indigenous Customer Assistance Line (ICAL) will lead the customer, operational, people and risk performance of CommBank's specialist First Nations customer support team.

Supporting First Nations customers is an important part of who we are as a bank. ICAL supports more than 25,000 customers and continues to experience significant growth in demand. Many customers supported by the team are experiencing potential vulnerabilities, requiring specialised care, understanding and advocacy.

As a Senior Leader within the Direct Banking extended leadership team, you will play a key role in contributing to the overall performance of Direct Banking and CSD. You will bring operational excellence, strong people leadership and disciplined risk management while championing better outcomes for First Nations customers, communities and colleagues.

Key Responsibilities of the role

·       Leading a high-volume specialist contact centre operation, ensuring service levels, productivity, quality and customer outcomes are consistently achieved.

·       Shaping the strategic direction and successful execution of initiatives that improve customer, people and business performance.

·       Embedding operational excellence disciplines, using data and performance insights to optimise workforce performance, customer experience and operational efficiency.

·       Leading key operational and transformation initiatives to improve customer outcomes, employee engagement and service performance.

·       Accountable for customer advocacy, operational performance, employee engagement and sound risk outcomes across ICAL.

·       Championing First Nations customer advocacy and representing customer needs across CommBank.

·       Developing strong relationships with community stakeholders, Indigenous leaders and internal business partners to improve customer outcomes.

·       Taking ownership of complex and sensitive customer matters that arise across the team.

·       Providing leadership, coaching and development to team leaders while creating a high-performing and customer-centric culture.

·       Attracting, developing and retaining talent to support execution of the team's strategy and future capability requirements.

·       Driving continuous improvement initiatives that improve customer experience, operational performance and colleague engagement.

·       Proactively managing risk and ensuring compliance obligations are met while maintaining a strong risk culture.

·       Adhering to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.

See yourself in our team

The Indigenous Customer Assistance Line (ICAL) provides specialised support to First Nations customers across a range of banking needs. With significant customer growth and increasing demand, the team plays an important role in helping customers navigate complex circumstances while delivering culturally informed care and advocacy.

Aligned to Direct Banking, ICAL benefits from strong operational rhythms, service excellence disciplines and customer-focused leadership while maintaining its dedicated focus on First Nations customer outcomes.

This is a unique opportunity to lead one of CommBank's most important specialist service teams, combining large-scale operational leadership with a genuine opportunity to improve outcomes for First Nations customers and communities. 

We’re interested in hearing from people who can

·       Demonstrate significant leadership experience within a large-scale customer service, contact centre or service operations environment.

·       Deliver strong operational performance outcomes through effective workforce management, service optimisation and performance leadership

·       Demonstrate excellent knowledge of Indigenous Affairs through lived experience and/or significant professional experience.

·       Develop a high-performing and customer-centric culture that delivers exceptional customer experiences and strong employee engagement.

·       Demonstrate a passion for improving outcomes for First Nations peoples and communities.

·       Lead the successful execution of strategic initiatives and business transformation programs.

·       Build strong partnerships with senior stakeholders across the organisation and within the community.

·       Lead continuous improvement initiatives that enhance customer experience and operational performance.

·       Develop strong partnerships across Direct Banking and broader Customer Service teams to support business performance.

·       Proactively manage risk while ensuring compliance obligations are met.

·       Demonstrate leadership experience leading leaders and large operational teams.

·       Demonstrate strong performance delivering customer, people and risk outcomes.

·       Create an inclusive, culturally safe and supportive environment for Indigenous and non-Indigenous employees.

·       Degree qualified in a business-related discipline preferred.