Sr Manager

CBA Cross Border Associates; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

CommBank in Bengaluru is seeking a Senior Manager Operations to lead end-to-end performance of a CSD portfolio, delivering customer excellence through strong people leadership.

You will balance service, productivity, quality and risk while building capability for future operations in a highly regulated environment.

Join a team that guides strategic change, coaches leaders, and partners across risk, product and technology to drive measurable improvements.

Qualifications

• Experience leading customer service or banking operations through multiple frontline leaders.
• Ability to interpret performance data and drive measurable improvements.
• Strong stakeholder management across business, risk, product, technology and geographically dispersed teams.

Responsibilities

• Lead end-to-end performance of a CSD operations portfolio with focus on customer excellence.
• Balance service, people, productivity and risk outcomes while building capability for future ways of working.
• 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 in a fast-paced, regulated environment.
• Compliance with all employment, screening, training, risk and regulatory requirements relevant to the role.

Skills

Customer service leadership

Contact centre operations

Banking/regulatory ops

People and risk management

Education

Bachelor's degree in Finance, Accounting, Business, Commerce or a related field

Job description

Job Summary

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.

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 peoples 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.
• Compliance with all employment, screening, training, risk and regulatory requirements relevant to the role.

Essential Skills

• leading customer service, contact centre, banking or regulated operations through multiple frontline leaders.
• manage customer, service, productivity, quality, people and risk outcomes.
• Experience across one or more CSD lines of business, including Direct Banking, Direct Lending or Collection of financial services experience.

Education

Bachelors degree in Finance, Accounting, Business, Commerce or a related field preferred.