Empower a team to deliver exceptional customer experiences
Drive insights-led improvements to build a volume-resilient workforce and high-performing teams
Foster a culture of innovation and support impactful operations initiatives that align with strategic goals
Do work that matters:
The Chief Operating Office (COO) Division is a centre of excellence for CBA. Every process we execute has a direct impact on our customers’ experience.
As part of the Post Settlements and Discharges team, you’ll be supporting a fast-paced BU focused on delivering premium and transformed service experiences that build strong, lasting relationships with our customers. You’ll play a key role in enabling operational excellence and driving improved process and customer outcomes that align with our Group’s strategic objectives.
As the Workforce Optimisation Manager, you’ll support a team that ensures our people are empowered, engaged, and equipped to deliver exceptional service.
You’ll champion accurate data quality of business metrics that enable confident decision-making, drive a high-performance culture, support improvement initiatives, and coordinate delivery of key outcomes across the business.
Key responsibilities for this role include:
Drive high-quality data capture and ensure accuracy of departmental metrics to support improved understanding of the BU, the workforce, and customer needs
Use data-driven insights to inform workforce planning and optimise resource allocation
Identify and highlight opportunities to enhance customer-first service and performance
Promote a high-performance culture through data-led insights on performance gaps and collaborate with leaders to address coaching opportunities
Define the size, scope, and benefits of operational challenges to support prioritisation and investment decisions
Drive continuous improvement and operational efficiency across the team
Coordinate and deliver outcomes that align with Group objectives
We’re interested in hearing from people who have:
Strong analytical skills with a passion for data integrity and insight generation
Ability to translate complex data into actionable strategies and clear recommendations
Proven experience in workforce optimisation or operational analytics
Proven experience in customer service or operational environments
A collaborative and curious mindset and a drive for continuous improvement
Strong coordination and delivery skills, with a focus on aligning work to strategic goals
Excellent communication and stakeholder engagement abilities
If this sounds like you, please apply today!
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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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.
