National Lead Business Optimisation – Premier Banking

About us

Customer Service Lending (CSL) sits within CommBank’s Retail Banking Services division and brings together all our proprietary lenders, across branch, mobile and Premier Banking – the business has over 1800 lenders and support staff. CSL’s key objectives are to grow proprietary mortgage lending, delivering exceptional customer service outcomes and a differentiated service model.

The Premier Banking business specialises in relationship management of our top clients across CommBank with a team of over 250 colleagues nationally.

About the opportunity

Reporting to the General Manager Premier Banking, the National Lead Business Optimisation is responsible for supporting the Premier Banking team in identifying areas for improvement, and implementing solutions to enhance operational efficiency, effectiveness, and overall performance.

This role will also assist with Strategy design and execution, and will work very closely with the General Manager, State Managers and key stakeholders.

Key responsibilities

• Process Analysis and Mapping:
  • Conduct detailed analysis of current business processes using tools like workflow diagrams, data analysis, and interviews to identify bottlenecks and areas for improvement. 
• Performance Measurement:
  • Develop and monitor key performance indicators (KPIs) to track progress and measure the impact of optimisation initiatives. 
  • Work as a key business partner/advisor and provide responsive, effective, accurate and timely change advice to senior leaders and report regularly on progress and achievement of change outcomes.
• Change Management:
  • Facilitate change management processes to ensure smooth implementation of new optimised processes and gain employee buy-in. 
  • Design and develop change collateral as required e.g. presentations, training materials, communications and reference material
  • Lead the development of artefacts, including change impact assessments, change implementation plans, communication plans, stakeholder engagement, business readiness assessments and resistance management plans.
• Data-Driven Decision Making:
  • Utilize data analytics and reporting to identify trends, inform decision-making, and support optimisation strategies. 
• Project Management:
  • Lead and manage optimisation projects from initiation to completion, including setting timelines, assigning tasks, and managing resources. 
• Stakeholder Management:
  • Collaborate with cross-functional teams across the organisation to identify business needs, gather feedback, and ensure alignment with optimisation initiatives.
  • Collaborate across the Change Management teams to drive knowledge sharing, learning and problem solving.
• Go To Market Execution
  • Execute premium quality events nationally and at scale
  • Create strategy and execute forward calendar of both print, digital and alternative marketing
  • Manage relationships with media partners and manage budget and spend for marketing
  • Design, own and deliver quality training material to brokers via live workshops and on demand training

About You

We are looking for people with:

• A detailed understanding of the lending direct channel, industry structure, and key stakeholders.
• Previous partnership management experience is a prerequisite, with change management, communications, marketing and events execution as highly desirable.
• Extensive sales and people leadership experience in retail banking or home buying.
• Comprehensive knowledge of the Australian home buying market, marketing landscape
• Excellent communication and negotiation skills.
• Home lending knowledge regarding credit, product, process and systems.
• Strong analytical skills and behavioral change management experience.
• A postgraduate tertiary qualification in business, finance or a related discipline (desirable).

Our leadership philosophy

At CBA, leadership is a privilege, and at its core is a real desire to make a difference in the lives of our people and customers. Leadership is not tied to a title; it is a collection of beliefs and behaviours that energises others to achieve collective and sustainable outcomes.

Our leaders put customer outcomes first, are always learning and pursue our purpose with Care, Courage and Commitment.