Operations Team Lead-7 - Bengaluru, India - Commonwealth Bank

Commonwealth Bank
Commonwealth Bank
Verified Company
Bengaluru, India

1 month ago

Deepika Kaur

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Deepika Kaur

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Description
At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations.

Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work.

Together we can achieve great things.


Roles and Responsibilities

  • Lead, motivate and develop your team through observation, feedback and coaching
  • Demonstrate a commitment to workplace safety through the regular review and actioning of the workplace safety plan and ensuring that delegated security checks are undertaken in a diligent manner
  • Supports with workplace relations matters as required
  • Develops self in capability areas (e.g. productivity)
  • Internal and external relationship management on behalf of the team
  • Analyse the teams' performance to devise plans to achieve the Team's performance targets
  • Ensure staff resources are effectively managed to meet customers' demands
  • Analysing the work performance of the team to identify better ways to perform tasks and contribute ideas to make systems and processes more effective
  • Manage and champion the processes within the team
  • Drives a positive team culture and a focus on wellbeing and reward and recognition
  • Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.

Skills Required:

**Customer Focus

  • Advanced**Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Facilitates creation of the 'right' products and services to resolve customer business issues. Fosters strong customer relationships via delivery on commitments, open communication, and ongoing feedback/improvement. Communicates and models the criticality of customer focus as an organisational strategy. Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. Advises others on creating customer focused environments in various scenarios.

Customer Support Function - Sound
Summarises the mission, vision and objectives of the customer support function. Researches major customer support programs, initiatives and issues. Works with the major units or sub-functions of a customer support organisation. Follows relevant regulatory processes and agency guidelines. Operates customer support technology used within the organisation.

**Effective Communications

  • Sound**Makes oral presentations and writes reports needed for own work. Avoids technical jargon when inappropriate. Looks for and considers nonverbal cues from individuals and groups. Listens to feedback without defensiveness and uses it for own communication effectiveness. Delivers helpful feedback that focuses on behaviours without offending the recipient.

Financial Services Industry - Sound
Works with a specific segment of the financial services industry. Monitors and ensures compliance with industry relevant regulations. Tracks and documents operational issues, industry cycles, and associated considerations. Utilises common tools and technologies within the industry segment. Analyses the company's position against competitors in the industry segment.


People Leadership - Sound
Optimises team effectiveness Focuses the team on key priorities and removes distractions or barriers. Gets others' input for the purposes of promoting the effectiveness of the group or process. Effectively diagnoses and works to resolve conflicts in the team, gives fair and balanced feedback (individual and collective). Involves employees in the change process. Clearly integrates change with existing work/projects and programmes.

Fosters a climate of openness, trust and solidarity among staff by treating each person as a valued team member and where people feel comfortable expressing their opinions and needs.


Planning and Organising - Sound
Creates action plans that ensure the accomplishment of responsibilities. Breaks tasks into manageable steps that can be incorporated into a personal work plan. Raises awareness of potential bottlenecks and disruptions to the schedule. Monitors progress continuously and adjusts tactics for handling situations on a case by case basis. Escalates concerns over competing or conflicting priorities.

**Problem Solving

  • Sound**Uses factfinding techniques and diagnostic tools to identify problems. Identifies and documents specific problems and resolution alternatives. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyse risks and benefits of alternative approaches and obtain decision on resolution. Examines a specific problem and understands the perspective of each involved stakeholder

Risk Management - Better risk outcomes - Sound
Implements relevant risk
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