Performance and Operations Manager

See yourself in our Team

Marketing and Corporate Affairs (MCA) helps drive CBA’s brand, reputation, and customer strategy, working closely with the business to deliver insight and creativity to engage our customers, communities, and broader stakeholders. 

This role is part of the MCA operations and performance team, which falls under MCA’s Group Research and Insights function (GRI).  GRI is instrumental in creating strategies and executing projects aimed at systematically improving customer experience.

You will collaborate closely with the GRI team and CX Delivery crew to support them with Supplier governance, embed new processes to support new Qualtrics features and meet CMRS requirements.

Do work that matters

We’re seeking a Performance and Operations Manager to join a dynamic team. This role is ideal for someone with a broad understanding of operational processes. You’ll be responsible for overseeing supplier performance—while driving governance, embedding safe and effective processes, and collaborating closely with delivery and risk teams. It’s a fast-paced, varied position that suits someone eager to learn, adapt, and make a meaningful impact across technology, supplier management, and operational safety.

Your day could look like but not limited to:

• Work closely with the CX delivery crew and risk teams on development and execution of new controls and CMRS requirements for the CX measurement roadmap, including ongoing management of controls from new and existing processes
• Implement, document, and embed new processes to support the product owner in the CX delivery crew on new Qualtrics features (e.g. AI, new channels and closed loop feedback) and for bringing the capability in-house
• Contribute to the design, implementation and on-going improvement of risk management and compliance requirements for GRI processes aligned to the Group’s Risk Appetite and Risk Management Strategy.
• Support the team with Supplier Governance and ensure adhere with the Group’s Supplier Lifecycle policy and procedures.
• Liaise with a variety of stakeholders in all divisions across the Group, including Risk, Finance, Group Procurement, Group Corporate Services
• Ongoing management of group wide access to Qualtrics
• Budget management and reconciliation  

We’re interested in hearing from people who

• Is a self-motivated creative and critical thinker who can work with cross-functional teams and a range of stakeholders whilst providing innovative analytics and visualisation solutions that meet business needs.
• Have experience with business projects involving strong problem solving and strategic thinking skills
• Have excellent communication skills with experience in presenting, translating business needs into technical solutions and producing informative technical and non-technical documentation
• Possess exceptional interpersonal, planning and organisational skills with problem solving and analytical capabilities
• Customer focused and has a passion for delivering exceptional customer service

Working with us
We support our people with the flexibility to balance where work is done with at least half your time each month connecting in our office.

We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work for you.

If this sounds like you then apply today!