Team Leader Investigations (Market Operations)
CAN you provide day to day coordination of resources and operational processes related to the delivery of products and/or services.
If you CAN then read on-
The Market Operations (MO) is responsible for the independent operational processes for Institutional Banking and Markets, Group Treasury, and inward/outward International and Domestic Swift payments, including those that emanate from the various CBA Channels.
Our team is responsible for Traces Investigations for International Money Transfers, Australian Dollar Payments and High Value Payments processed via the Bank's electronic systems -CommFX, CommBiz, and NetBank and also includes all incoming Foreign Currency and Australian Dollar payments from both Domestic and International Banks.
You will be expected to perform the following tasks in a manner consistent with CBA's Values of Honesty, Integrity and Trust and CBA's Behaviours of Performance-Driven, Accountable, Customer-Focussed and Teamwork.
Core responsibilities may include some or all of the following:
Assisting the Service Delivery (Operations) Manager to analyse team work performance, utilising standardised systems and reports
Applying management practices in line with Service Delivery minimum standards and practices
Coordinating the processing of transactions and activities within agreed turnaround time and accuracy targets
Monitoring, contributing to and/or completing processing activities
Supporting your Manager to identify, drive and deliver continuous improvement and efficiency enhancements in customer service, systems and processes
Coaching, motivating and rewarding the team through the provision of subject matter expertise, observation and feedback
Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints / escalations and issues
Undertaking performance quality monitoring and compliance checks
Applying prudent risk management techniques by identifying and responding to business risks
Role Specific Responsibilities :
Escalation point for complaint arising from products serviced by Market Operations
Review of cases for quality and timeliness of actions for ongoing improved training of staff
Monitor case and maintain after care of existing /closed / diary cases for Inward and Outward / AUD and Foreign Payment Investigations. Complying with Service Level Agreement standards for delivery and adhering to all policy and procedural guidelines.
Verification of both Payment and Non-Payment messages.
Reporting any unusual or difficult transactions and/or complaints to the Manager.
Management reporting including internal communication to other areas of PBS and preparing write off submissions for management.
Performing additional tasks as directed by the Manager to achieve team goals and objectives.
Supervise and monitor daily workload in line with Production Management Principles / complying with all escalation protocols to support Risk mitigation relating to cases and complaints.
Advertised:
15 Nov 2013 Aus. Eastern Standard Time
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