Manager
MyWealth
Manager - Customer Service MyWealth
Sydney Olympic Park and CBD location
CommBank recently announced MyWealth, an Australian first in creating personal wealth online. CommBank's aim is simple - to help Australian self-directed investors to prosper. MyWealth makes it easy for everyday Australians to research and invest in a wide range of opportunities. With customer focused daily news, features and expert insights from our in-house newsroom and an active community of investors, MyWealth gives CommBank's customers the information they need to invest with confidence.
MyWealth, part of [the Self Directed Wealth (SDW)] Digital Channels team at Commonwealth Bank, fosters a culture of innovation.
A dynamic opportunity exists for a results driven Manager to ingeniously lead a newly formed team of Customer Service Representatives to deliver a seamless journey that focuses on providing solutions to customers with various needs across multiple products under the MyWealth platform.
Reporting to the Head of Customer Engagement your core responsibility will be to lead and drive a sustainable business nurturing a customer centric and continuous improvement philosophy in a manner consistent with CBA's leadership capabilities. You will drive and develop a high performance culture through motivating, inspiring and continuously improving our service proposition along with engaging the Mywealth Customer Experience team as well as other stakeholders.
Your success will include:
- Deliver Customer Experience through strong leadership and direction, coaching and developing customer enagament team through driving the right behaviours and encouraging continuous improvement culture.
- Develop team performance in key areas of delivering excellence in customer experience through achieving measures offering solutions and deliver relevant improvements in our interactions with customers and internal business areas encompassing Quality.
- Manage relationships and work with both internal and external stakeholders through socialising changes and plans, across the bank to deliver optimal service to the customer and the group, along with identifying enhancements and process improvements to maximise effectiveness.
- Provide co-ordination and facilitation of training that meets both compliance and business requirements.
- Be involved in the recruitment drives through assessment centres and interviews and ensure a smooth induction and on-boarding for new team members.
- Participate in projects and Influence outcomes at various service related Initiatives aimed to evolve and improve customer satisfaction
- Ensure to mitigate business risk identified to minimise errors
The ideal candidate will exhibit:
- Leadership skills within a Sales and Service environment
- Strong stakeholder management
- Specialised knowledge in service or operations encompassing equities, SMSF and online broking
- Sound communication, written and interpersonal skills
- Excellent customer service focus and knowledge of the Client Experience methodology
- Proven track record demonstrating results in a sales orientated business
- Related Tertiary Qualification
This is a fantastic opportunity where you CAN validate your ability to drive a business to success encompassing strong sales and service leadership along with your passion and commitment to best practice - be recognised and enhance your career prospects! You CAN make your mark here!
Advertised:
15 Oct 2013 Aus. Eastern Standard Time
At Commbank we understand that our customers need to be the number one priority and that is why we are the 2013 Mortgage Lender of the Year, Best Third Party Lender, and Best First Home Buyer Lender. With innovation, creativity and a focus on customer service excellence, we CAN and will continue our journey to become the number one financial institution in Australia.
What will you do?
As a Customer Service Manager you will lead a team of passionate and motivated sales and service professionals to achieve targets and create great customer experiences. You'll lead and coach your team to meet customer needs as well as identifying referral opportunities for business to a team of specialists including Personal Lenders, Mobile Bankers, Financial Planners and Insurance Specialists. You will be instrumental in supporting the Branch Manager towards achieving overall business objectives including profitability and customer satisfaction targets.
What will help you succeed?
You are highly motivated with the ability to inspire and lead teams to achieve targets in a busy sales-driven and structured environment. Successful candidates will be able to demonstrate their absolute dedication to the customer experience as well as a proven ability to motivate and coach teams to meet targets. Previous banking or finance experience will be helpful but is not essential - a strong sales and service background with experience as a leader is more important.
Benefits
There are many benefits to working for CommBank including a work class technology platform, discounts on a range of financial products, a corporate wardrobe, nationally accredited training and a commitment to offering employees the opportunity to further their careers within the Bank.
To register your interest in this vacancy, apply online using the link below.
Want to know more about what it's like to work at CommBank? Click on this link http://www.youtube.com/watch?v=mvrnzACBRHA
CAN is about taking a positive approach to everyone we meet and everything we do here at CommBank. Join us on our journey to be the best there is ..... because we CAN.
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