Executive Leader, Indigenous Customer Care

Commonwealth Bank; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

Commonwealth Bank is seeking an Executive Manager for the Indigenous Customer Assistance Line (ICAL) to lead customer, operational, people and risk performance for the First Nations support team. The role focuses on scalable service delivery, culturally informed care and advocacy for First Nations customers across a high-volume contact centre.

You will champion operational excellence, partner with Indigenous communities and internal leaders, and drive transformation initiatives to improve

Qualifications

• Senior leadership experience in large-scale service operations.
• Proven ability to drive performance, risk outcomes and customer advocacy.
• Deep knowledge or lived experience of Indigenous affairs is highly valued.

Responsibilities

• Lead a high-volume specialist contact centre operation with service levels and customer outcomes.
• Shape strategy and drive initiatives to improve customer, people and business performance.
• Embed operational excellence using data to optimise workforce, experience and efficiency.
• Oversee risk management and compliance while developing a high-performing culture.
• Build partnerships with Indigenous communities and internal stakeholders to improve outcomes.

Skills

Leadership

Stakeholder management

Risk management

Customer service excellence

Indigenous affairs knowledge

Education

Business- related degree

Job description

Commonwealth Bank is seeking an Executive Manager for the Indigenous Customer Assistance Line (ICAL) to lead customer, operational, people and risk performance for the First Nations support team. The role focuses on scalable service delivery, culturally informed care and advocacy for First Nations customers across a high-volume contact centre.

You will champion operational excellence, partner with Indigenous communities and internal leaders, and drive transformation initiatives to improve