Manager Maintenance Service Operations
Great opportunity for an experienced leader to support the business by providing leadership and coaching to the maintenance team accountable for providing excellent customer service when responding to requests for changes to home loans from Lenders, Brokers and product owners.
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- Analyse and drive team work performance, through effective use of standardised systems and reports (i360)
- Effectively analyse and utilise data to drive decisions and team performance.
- Identify, drive and deliver continuous improvement and efficiency enhancements in customer service, system andprocesses
- Coach, motivate and reward the team through observation and feedback on performance.Provide superior levels of internal and external customer service by responding to and managing customer and stakeholdeenquiries, complaints and escalations.
- Undertake random performance quality monitoring and compliance checks.
- Apply prudent operational risk management controls by identifying and responding to business risks
- Work in a team environment by developing and maintaining professional relationships with colleagues that support the achievement of team goals and objectives.
- Monitor performance across teams to achieve KPI targets.
- Manage both the people and business impact of proposed changes driven from project and BAU initiatives.
- Contribute to the development and implementation of change management plans and activities that impact the business.
- Undertake any other tasks assigned by your manager that you have the capability to perform safely. (NOTE: All tasks assigned and carried out must be performed in accordance with all relevant internal Bank policies, delegations and external regulatory requirements)
Service Operations performs most of the Bank's support and fulfilment functions and is one of three key Enterprise Services business areas responsible for the Running of services.We havemore than3,000 employees working inthefollowingbusiness areas: Lending Services, Processing Services, Markets Operations, Operational Excellence and Payment System Controls. For more information refer to CommNet
Advertised:
8 Nov 2013 Aus. Eastern Standard Time
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