Head of Service Improvement
- Are you equally good at strategic and operational management?
- Do you have significant expertise in customer dispute resolution and developing strategies to improve customer experience?
- Are you a skilled change manager with experience in event management, designing learning programs and developing policies and procedures?
- Are you committed to faultless customer service?
CommBank
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.
Your team
Group Customer Relations provides customer dispute resolution expertise, including advanced investigation, problem-solving and negotiation skills, to the CommBank Group
We resolve over 35,000 complaints per year, including complaints direct from customers, escalated from within the Group, and referred from external dispute resolution bodies such as the Financial Ombudsman Service (FOS). We manage the Group's customer feedback system and analyse data and other information to provide compelling insights about ways to improve the customer experience.
Your impact
The Service Improvement team promotes excellence in managing customer feedback and improving the customer experience in GCR and across the Group.
You will report directly to the General Manager, Group Customer Relations and have a diverse range of strategic and operational responsibilities.
As a member of the GCR Leadership Team (LT), you are jointly accountable for GCR's operational results and strategic development, and with your team you are specifically accountable for various project streams including, but not limited to:
- Representation on Group change projects
- Policies and procedures
- Learning and development
- Internal customer service culture
- Finance, IT and asset management
- Customer experience community
- Branding and design/communications
What will help you succeed?
You should be able to demonstrate substantial expertise in customer dispute resolution, customer feedback management and customer experience strategies and exceptional written and verbal communication skills.
You will have strong skills and experience in:
- leadership and influence
- strategic planning
- operational management
- team management and driving team results
- change management
- project management
- process design
- policy writing
- compliance and risk management
- stakeholder engagement
- event management
- designing and delivering adult learning programs
- designing and delivering recruitment, performance and development strategies
- finance, IT and asset management
- commercial acumen
Advertised:
24 Oct 2013 Aus. Eastern Standard Time
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