Business Improvement Manager
About the business and team
The Customer Assist team's business objective is to assess every request for financial assistance on an individual basis - ensuring the right solution is implemented for our customers - providing transparency in our reasons for approval or decline, with a view to supporting long-term affordability for both short-term requests involving temporary relief, as well as long-term and complex matters of acute and sensitive financial hardship.
About the opportunity
The Business Improvement Manager reports to the Senior Manager Customer Assist and is responsible for influencing the changing operational needs of Customer Assist in terms of financial hardship policy. The core focus of the role is to make business improvement recommendations that positively impact the business and adhere to regulatory and legislative requirements related to financial hardship.
What will success look like?
- You are the subject matter expert on Customer Assist strategy and operations
- You develop strong service relationships with internal stakeholders by understanding and implementing regulatory/legislative requirements into credit risk strategy, operational policy and business processes
- You identify and act on continuous improvement opportunities in strategy and process
- You represent Customer Assist in change management and other initiatives
- You deliver regular and sophisticated communication to key stakeholders
- You contribute to reduction in LIE for Collections Credit Solutions
What will help you succeed?
- You have experience managing multiple internal and external interfaces
- You have proven experience managing or supporting contact centre/service/lending teams
- You ideally have a strong working knowledge of financial hardship
- You understand existing regulatory/legislative requirements relating to financial hardship and can quickly acquire same
- You have strong analytical ability and conceptual thinking with outstanding communication skills, both written and oral
At CommBank we value and respect the unique contributions of all our people. Their diverse backgrounds, experiences and perspectives help us to provide exceptional customer service to an equally diverse community.
Advertised:
10 Sep 2013 Aus. Eastern Standard Time
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