Team Manager Business Banking Associates Merchant Services Perth

The Opportunity:

The Business Banking Contact Centre Leadership team is looking for a Team Manager for the Merchant Service Helpdesk.

Based in Perth, this leader would support one of our Contact Centre Merchant Service teams.

The successful candidate would be available to work full time between the hours of 7am and 9pm, Monday – Friday on a rotating shift.

Merchant Services – what they support

24x7, 365 days the BBS Merchant Service Contact Centre supports

• general queries and technical issues relating to CBA EFTPOS terminals and other Merchant products
• Merchant retention both inbound and outbound calls
• Email and web-messaging support for Merchants
• Specialist Corporate Card support

Your Responsibilities

• Successful delivery of quality service to customers and business partners (internal & external)
• Effective coaching of your people to ensure they are able to meet and exceed their performance targets & NPS goals
• Continual review and improvement of business practices and processes
• Working with the Contact Centre Manager to plan and successfully implement change initiatives
• Development of a high performance culture in line with CBA’s vision and values
• Management of operational risk and compliance controls

Business Outcomes

• Day to day responsibility for meeting business objectives across a range of Key Performance Indicators as set by your Contact Centre Manager, Executive Manager and the wider business
• Work with your Contact Centre Manager, Executive Manager, peers and people to lead a contact centre focused on providing exceptional customer service, increasing first point resolution and reducing contact volumes through driving self-service initiatives
• Manage all aspects of your direct reports, providing your people with leadership, coaching and support so that they are able to be their best and meet our quality performance objectives
• Drive employee engagement to maintain a positive culture within your team and across the wider business

People Outcomes

• Lead and develop your people to support the Bank’s culture of customer focused service which includes managing the day to day performance of your team
• Engage team members to work together to achieve results, build a sense of ownership and pride in service outcomes
• Passionately coach, mentor and lead your team to ensure the delivery of exceptional customer service and resilience, building customer engagement for the CBA brand
• In line with the CBA Values, build diverse teams, supporting flexibility and creating a culture where people feel safe (and are encouraged) to speak up
• Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture

What will help you succeed?

• Experience in managing and/or coaching people
• A strong understanding of traditional contact centre metrics
• Ability to lead change and deliver business results
• Strong verbal, written and numeracy ability
• Intrinsically motivated to achieve results and develop your skills as a people leader on a daily basis
• Good team player able to provide clear leadership and drive for team success