Executive Leader, Indigenous Customer Care & Operations

Junee Southern Cross; Australia; Remote; AUD 180,000 - 300,000; Full time

Job summary

Commonwealth Bank of Australia is seeking an Executive Manager, Indigenous Customer Assistance Line (ICAL) to lead a specialist First Nations customer support team. You will steer customer, people and risk performance within Direct Banking and CSD, embedding operational excellence and driving meaningful outcomes for First Nations customers and communities.

You will champion advocacy, develop stakeholder relationships, and lead transformation programs, ensuring a strong risk culture and

Qualifications

• Degree in business or related discipline preferred.
• Significant leadership experience in large-scale customer service or operations.
• Strong knowledge of Indigenous affairs through lived or professional experience.

Responsibilities

• Lead a high-volume specialist contact centre operation with service level targets.
• Shape strategic direction and execute initiatives improving customer, people and business performance.
• Embed operational excellence using data to optimise workforce and customer experience.
• Lead transformation initiatives to improve outcomes, engagement and performance.
• Accountable for customer advocacy, risk outcomes and employee engagement across ICAL.
• Champion First Nations customer advocacy and represent customer needs across CommBank.
• Develop relationships with community stakeholders and internal partners.
• Resolve complex and sensitive customer matters with leadership guidance.
• Provide coaching and development to team leaders for high performance.
• Attract and retain talent to support ICAL's strategy and capabilities.

Skills

Leadership experience

Indigenous affairs knowledge

Stakeholder management

Education

Bachelor's degree in business or related field

Job description

Commonwealth Bank of Australia is seeking an Executive Manager, Indigenous Customer Assistance Line (ICAL) to lead a specialist First Nations customer support team. You will steer customer, people and risk performance within Direct Banking and CSD, embedding operational excellence and driving meaningful outcomes for First Nations customers and communities.

You will champion advocacy, develop stakeholder relationships, and lead transformation programs, ensuring a strong risk culture and