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.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Skills Required
- 12–16 years of prior domain experience
- Experience leading customer service, contact centre, banking, or regulated operations through multiple frontline leaders
- Experience across Direct Banking, Direct Lending, Collections, or related financial services operations
- Experience managing customer, service, productivity, quality, people, and risk outcomes
- Strong people leadership, including coaching leaders, performance management, talent development, and succession planning
- Experience with operational controls, incidents, complaints, vulnerable customer obligations, and procedure adherence
- Ability to interpret performance data, identify root causes, and implement measurable improvements
- Stakeholder management and influencing skills across business, risk, product, technology, and geographically dispersed teams
- Experience leading change, process improvement, technology adoption, and capability uplift
- Ability to operate in a fast-paced, highly regulated environment with clear executive communication and sound judgement
- Flexibility to support a 24/7 operational environment and participate in critical incident responses
- Formal qualification in business, operations, banking, risk, finance, accounting, commerce, or a related discipline
- Knowledge of digital messaging operations, workforce planning, and AI-enabled customer service tools
- Experience working across India and Australia stakeholder groups
Commonwealth Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Commonwealth Bank and has not been reviewed or approved by Commonwealth Bank.
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Leave & Time Off Breadth — The bank offers additional Life Leave, the option to purchase up to four extra weeks, pet leave, and paid volunteering leave alongside flexible-working options. Public materials indicate these leave features compare well within Australian banking.
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Parental & Family Support — Permanent employees can access up to 18 weeks of paid parental leave, and superannuation is paid for up to 34 weeks of unpaid parental leave. These provisions extend support for new parents beyond standard settings.
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Wellbeing & Lifestyle Benefits — Access includes CBHS Health Fund, Fitness Passport, a 24/7 wellbeing platform with telehealth, an Employee Assistance Program, and employer‑paid income protection for up to two years, alongside staff banking perks and share plans. This combination provides day‑to‑day value across health, protection, and financial perks.
Commonwealth Bank Insights
What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services. We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
