Senior Manager

Commonwealth Bank; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

CommBank in Bengaluru seeks a Senior Manager Operations to lead end-to-end customer service operations within the CSD portfolio. You will build high-performing teams, own outcomes, and drive service, productivity and risk management in a fast-paced, highly regulated setting.

You will coach frontline leaders, manage incidents and complaints, interpret data to drive improvements, and collaborate with stakeholders across India and Australia to deliver exceptional customer experiences.

Qualifications

• 12-16 years experience in customer service, contact centre, banking or regulated operations.
• Experience across Direct Banking, Direct Lending or Collection of financial services experience.
• Knowledge of digital messaging operations and AI-enabled customer service tools will be added advantage.
• Experience working across India and Australia stakeholder groups will be added advantage.
• Formal qualification in business, operations, banking, risk or related discipline.

Responsibilities

• Substantial experience leading customer service, contact centre, banking or regulated operations through multiple frontline leaders.
• Demonstrated ability to manage customer, service, productivity, quality, people and risk outcomes.
• Strong people’s leadership, including coaching leaders, performance management, talent development, and succession planning.
• Experience working with operational controls, incidents, complaints, vulnerable customer obligations and procedure adherence.
• Ability to interpret performance data, identify root causes, and convert insights into clear actions and measurable improvements.
• Proven stakeholder management and influencing skills across business, risk, product, technology and geographically dispersed teams.
• Experience leading change, including process improvement, new technology adoption and capability uplift.
• Clear executive communication, sound judgement, and confidence operating in a fast-paced, highly regulated environment.
• Flexibility to support a 24/7 operational environment and participate in critical incident responses when required.
• Compliance with all employment, screening, training, risk and regulatory requirements relevant to the role.

Skills

People leadership

Stakeholder management

Process improvement

Change management

Data analysis

Executive communication

Regulatory awareness

Incident handling

AI tools awareness

Digital messaging ops

Education

Bachelor's degree

Finance background

Commerce background

Job description

Organization-

At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organization, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Role Title – Senior Manager Operations

Location - Bangalore- Manyata tech Park

Business and team:

Customer Service Direct

Impact and Contributions:

Lead the end-to-end performance of a CSD operations portfolio by creating exceptional teams, delivering customer excellence, leading as an owner, and remaining curious and humble. Balance service, people, productivity and risk outcomes while building capability for future ways of working.

Roles & Responsibilities:

• Substantial experience leading customer service, contact centre, banking or regulated operations through multiple frontline leaders.
• Demonstrated ability to manage customer, service, productivity, quality, people and risk outcomes.
• Strong people’s leadership, including coaching leaders, performance management, talent development, and succession planning.
• Experience working with operational controls, incidents, complaints, vulnerable customer obligations and procedure adherence.
• Ability to interpret performance data, identify root causes, and convert insights into clear actions and measurable improvements.
• Proven stakeholder management and influencing skills across business, risk, product, technology and geographically dispersed teams.
• Experience leading change, including process improvement, new technology adoption and capability uplift.
• Clear executive communication, sound judgement, and confidence operating in a fast-paced, highly regulated environment.
• Flexibility to support a 24/7 operational environment and participate in critical incident responses when required.
• Compliance with all employment, screening, training, risk and regulatory requirements relevant to the role.

Essential Skills:

• Prior domain experience is must (12-16 years).
• Experience across one or more CSD lines of business, including Direct Banking, Direct Lending or Collection of financial services experience.
• Knowledge of digital messaging operations, workforce planning and AI-enabled customer service tools will be added advantage.
• Experience working across India and Australia stakeholder groups will be added advantage.
• Formal qualification in business, operations, banking, risk or related discipline.

Education:

Bachelor’s degree in Finance, Accounting, Business, Commerce or a related field preferred.

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Advertising End Date: 08/10/2026