Executive Manager, Indigenous Customer Assistance Line (ICAL)

About the role

The Executive Manager, Indigenous Customer Assistance Line (ICAL) leads the customer, operational, people and risk performance of CommBank's specialist First Nations customer support team, which serves more than 25,000 customers. As a senior leader within the Direct Banking extended leadership team, the role contributes to the performance of Direct Banking and Customer Service Direct, combining operational leadership with advocacy for First Nations customers and communities.

Key responsibilities

• Lead a high-volume specialist contact centre, keeping service levels, productivity, quality and customer outcomes consistent.
• Shape the strategic direction and execution of initiatives that improve customer, people and business performance.
• Embed operational excellence, using data and performance insights to optimise workforce performance, customer experience and efficiency.
• Lead operational and transformation initiatives and take ownership of complex, sensitive customer matters.
• Champion First Nations customer advocacy and represent customer needs across CommBank, building relationships with community stakeholders and Indigenous leaders.
• Provide leadership, coaching and development to team leaders and attract, develop and retain talent.
• Drive continuous improvement and proactively manage risk and compliance obligations.

Required profile

• Significant leadership experience in a large-scale customer service, contact centre or service operations environment, including leading leaders and large operational teams.
• Strong operational performance through workforce management, service optimisation and performance leadership.
• Excellent knowledge of Indigenous Affairs through lived experience and/or significant professional experience.
• Degree qualification in a business-related discipline preferred.
• Passion for improving outcomes for First Nations peoples and communities.