What are the responsibilities and job description for the Manager, Customer Communications position at Commonwealth Bank of Australia?
Manager, Customer Communications (multiple roles)
See yourself in our team
The roles are within the Marketing and Corporate Affairs (MCA) Consumer and Business Marketing teams that focus on delivery of 1:1 Communications. This role reports to the Chapter Lead (head of team)
The Chapters work across the Consumer and Business Marketing teams to help deliver both Marketing and Retail and Business Bank priorities. Over 35% of all Australian’s use CommBank as their main financial institution and our team plays a critical role in communicating to millions of our customers via direct channels. The team is responsible for enabling 1:1 communication strategy and delivery, ensuring operational excellence, optimisations through adoption of technology, and implementing communication best practice - all to support better outcomes for our customers. We partner closely with other MCA teams including Strategy, Technology & Operations, Customer Insights and Research, as well as key stakeholders across the Bank, including Data, Analytics, Digital and Technology.
Do work that matters
As the Manager, Customer Communications, you will play a crucial role in supporting the design and implementation of strategic initiatives that reimagine our 1:1 communication with a key focus on process uplift. This is a unique role that will drive positive change for our people, customers and the broader business through simplification. You will bring your combination of business acumen and analytical prowess to support the uplift of processes and systems, while delivering against our regulatory obligations.
Your key responsibilities:
Enable 1:1 strategy
- Support the improvement of 1:1 communications process, as defined by the 1:1 customer communication strategy.
- Conduct analysis of data, forming insights and recommendations to help shape strategy.
- Develop a deep understanding of current process to enable impactful change.
Business process uplift & project management
- Assess current business functions and processes, performing state analysis and developing user/customer journeys.
- Ensure project management best practice from concept to deployment including facilitating workshops where required.
- Communicate scope and requirements to project teams and stakeholders, clearly articulating business and customer value, ensuring alignment, and managing conflicts, issues, and changes effectively.
- Design and/or evaluate solutions as required, effectively identifying dependencies, risks, and any regulatory considerations.
- Track, maintain, and handle change.
Stakeholder management & influence
- Identify and collaborate with key stakeholders and use techniques to capture, challenge and manage scope, requirements, and functional specifications effectively.
- Ensure alignment on solutions among stakeholders and project team members.
- Navigate a complex, matrix organisation dynamic to drive best outcomes for our customers
Team & culture
- Support shaping the culture of the team, supporting team members and finding opportunities to improve team experience day-to-day.
- Ambition to create a better experience for our customers and our people with passion on how process improvement can help achieve this.
We would like to hear from people who have:
- Leading process-based initiatives and projects, including analysis of business processes and requirements capture.
- Managing projects and demonstrating project management skills.
- Interacting with stakeholders at all levels within a complex organisation and influencing them to effect change and deliver continuous improvement, highly desirable if this has been within a large-matrix organisation.
- Experience with Insights Analytics and working in an agile environment.
- Actively managing risk, adhering to regulation, compliance and legal guidance, highly desirable if proven experience translating regulation into simple/easy to understand processes.
- Strong communication skills – both verbal and written are critical to success of this role.
- Ability to apply critical thinking and good judgement to problem solve.
- A growth mindset with the ability to thrive in a fast-paced, dynamic environment, demonstrating agility and strategic thinking.
Must have:
- Risk mindset - proactively identify and understand, openly discuss and act on current and future risks through a pragmatic approach.
- Customer first approach – ability to keep customer at the centre of decision making and advocate for customers across a diverse range of stakeholder sets.
Working at CommBank
At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in 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 in the role you’re interested in
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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