Executive Leader, Indigenous Customer Care

NIT; Sydney; Híbrido; AUD 180.000 - 260.000; Jornada completa

Descripción de la vacante

CommBank is seeking an Executive Manager for the Indigenous Customer Assistance Line (ICAL) to lead a high-volume specialist contact centre and drive customer, people and risk performance. You will champion First Nations customer advocacy and collaborate with Indigenous leaders and internal partners.

You will oversee operational excellence, data-driven decision making and transformation initiatives, ensuring inclusive and culturally safe leadership across the team.

Formación

• Proven leadership in large-scale contact centres or service operations.
• Strong understanding of Indigenous affairs and culturally safe leadership.
• Ability to drive performance through data, metrics and workforce planning.
• Experience in risk management and compliance within financial services.

Responsabilidades

• Lead a high-volume specialist contact centre operation with focus on service levels and customer outcomes.
• Shape strategic initiatives to improve customer, people and business performance.
• Embed operational excellence using performance insights to optimise workforce and experience.
• Oversee transformation initiatives to enhance customer outcomes and employee engagement.
• Champion First Nations customer advocacy and represent needs across CommBank.

Conocimientos

Leadership experience

Stakeholder partnerships

Indigenous affairs knowledge

People leadership

Risk management

Educación

Business degree preferred

Descripción del empleo

CommBank is seeking an Executive Manager for the Indigenous Customer Assistance Line (ICAL) to lead a high-volume specialist contact centre and drive customer, people and risk performance. You will champion First Nations customer advocacy and collaborate with Indigenous leaders and internal partners.

You will oversee operational excellence, data-driven decision making and transformation initiatives, ensuring inclusive and culturally safe leadership across the team.