What are the responsibilities and job description for the Manager Workflow Optimisation position at Commonwealth Bank of Australia?
The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes. Core to the functions of the COO is a focus on customer. Every single process that we execute has a significant impact on customer experience.
The Bankwest Retail Lending Operations team (under Retail Operations) is dedicated to running, improving and transforming the processes that deliver products, services and productivity benefits to the Bankwest retail customers. Together, the Bankwest Retail Lending Operations team focus on providing an efficient and high quality service with a clear differentiation in meeting and exceeding our customers’ needs.
The Bankwest Validations team is a large operational team (150 FTE) is responsible for the timely review and approval of all Bankwest home loan, personal loan and credit card applications. This includes customer on boarding & identification, verifying key information, reviewing credit history and affordability, and confirming sufficient loan security. The team also work closely with the Bankwest Credit team to ensure adherence to Credit Policies and guidelines.
About the role
We are looking for a Manager to join the department to build and lead our Workflow Optimisation function. Reporting to the Senior Manager Workflow Optimisation, you will play a critical role in improving the processes and systems associated with how work is completed across the business, from queue design to operating rhythms across the roles.
- Key responsibilities include
- Lead and manage the workflow optimisation initiatives within Validations, identifying areas of improvement and implementing effective solutions.
- Alongside workforce planning, ensuring we have a tightly managed and well-informed capacity plan, including oversight of FTE and scheduled activities for both on-the-day and future.
- Analyze and evaluate current processes and pipeline management to identify bottlenecks and inefficiencies, and develop strategies to streamline workflows, reduce costs, and enhance productivity.
- Collaborate with cross-functional teams, including operations, technology, risk, and compliance, to develop and implement improvement initiatives.
- Utilize data analytics and performance metrics to track and measure the success of workflow optimisation initiatives.
- Provide leadership and guidance to a team of analysts, fostering a culture of continuous improvement and excellence in operational processes.
- Providing superior levels of internal and external customer service by responding to, managing and resolving customer and stakeholder enquiries, complaints and issues.
- Applying sound risk management practices by identifying and responding to business risks.
About you
- We’re interested in hearing from people who can demonstrate the following:
- Experience in workflow optimisation, process improvement, or operational excellence roles within the financial services industry, preferably in banking, contact centre or lending operations.
- Strong analytical skills with the ability to analyze complex processes, identify root causes of issues, and develop data-driven solutions.
- Proven track record of successfully leading and implementing process improvement initiatives, including process mapping, Lean Six Sigma, or other process improvement methodologies.
- Excellent communication skills with the ability to effectively collaborate with cross-functional teams and influence stakeholders at various levels of the organization.
- Strong leadership skills with the ability to mentor and develop a team, foster a culture of continuous improvement, and drive change in a dynamic environment.
- If you are a results-oriented, strategic thinker with a passion for process improvement and operational excellence, this is a fantastic opportunity to make a significant impact and help us to transform Validations to help 500 Australians into a home every day by being a simple, easy bank for the Australian home owner of today and tomorrow.
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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