Chapter Lead, Strategy, Communications & Events - Customer Service Direct

About the role

CommBank's Retail Banking Services (RBS) is the public face of the bank, serving 10 million personal and small business customers. Customer Service Direct (CSD) comprises the retail contact centres and the teams that support them. This permanent opportunity is for a strategic, people-focused leader to head the EGM Office for CSD, covering Strategy, Communications & Digital and Events. Reporting to the Executive Performance Lead, the role sets the direction for the team in line with CSD's strategic narrative and develops a talented group of people.

Key responsibilities

• Set the strategic direction and priorities for the EGM Office in line with CSD's vision, strategy and narrative
• Lead, coach and develop a multidisciplinary team so they feel supported and able to do their best work
• Act as a trusted advisor to the EGM and Leadership Team, helping them make decisions and prioritise
• Oversee the Strategy chapter, including the Annual Operating Plan, the quarterly planning cycle and progress against key objectives
• Shape and lead CSD's engagement plan, ensuring communications and events strengthen the strategic narrative
• Oversee high-impact leadership communications and events, including offsites, leadership forums and key engagement moments
• Coordinate and ensure the delivery of critical Board, Executive and Leadership Team papers and packs to a high quality
• Build and maintain strong relationships with stakeholders across CSD, RBS and the wider Group

Required profile

• Proven experience leading and developing high-performing teams, ideally across multiple disciplines
• Track record of shaping and executing strategy, including business planning cycles such as AOP and quarterly planning
• Understanding of the importance of strategic communications, events and engagement for senior leaders
• Ability to influence and advise at the most senior levels, including EGM and Senior Leaders
• Exceptional verbal and written communication skills with high attention to detail
• Risk mindset: identifying, discussing and acting on current and future risks

Strong knowledge of financial services, with contact centre or large-scale operations experience, is highly advantageous. Current Commonwealth Bank Group members must apply through the internal application system.