Operations Team Leader

Organization: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.

Job Title:Operations Team Leader

Location: Bangalore

Business & Team:Retail Operations

Impact & contribution:Promotes a high-performance culture, engages and develops our employees through effective on-boarding and other peoples initiatives
Co-ordinates and delivers outcomes consistent with group objectives.

• The Disputes Operations Team directly manages all disputes including card disputes and channel disputes wherein team Assess and resolve the customer disputes raised on ATM Short pay, IDM, and BPAY across BWA and CBA.

Roles & Responsibilities:

. Manage the Disputes Cards Analyst and Senior Analyst activities including assisting with any escalations, customer enquiries and general support needs.
. People and Resource Management (e.g people development, attrition, pipeline/skill monitoring, training program) for the team
. Maintain effective and standard operational process
. Exhibit adherence to policy and procedure and meet or exceed established Service Level Agreement
. Improving and maintaining controlled environment (e.g. necessary control activities along with process flows implemented, appropriate control tools in place, team members fully understand risk and related controls
. Take responsibility for the quality of work submitted and ensure highest standards are maintained
. Mange the performance Management cycle, objective settings, development and career planning, performance appraisal and rewards and recognition
. Ownership of internal communication and status update
. Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations etc.
. Lead and empower teams towards progress and living by CBA values, building an engaging culture.

. Demonstrate an understanding of the end-to-end disputes process and relevance to customers in all segments

Essential Skills:

• Around 12 to 15 Years overall experience.
• The experience should contain a minimum 1-2 years of demonstrated People management experience in an Ops role.
• Previous disputes investigation experience is a (Must) - Domain knowledge on Dispute industry (both Issuing and Acquiring side).
• Must have exceptional Operational, management and analytical skills.
• Ability to break complex problems into smaller ones by analysing data with the help of industry tools.
• Possess a service-based mind-set with strong customer focus.
• Excellent Communication and stakeholder management skills, support by collaboration mind-set.
• Strong senses of Risk Control and Management.
• Detail Oriented - Exercise extreme attention to details is thorough, accurate, organized, and productive and seeks to understand both cause and effect of a situation.
• Previous disputes investigation experience for 10 years (Must) - Core domain knowledge on Dispute industry (both Issuing and Acquiring side).
• A Can-do attitude, with the ability to work toward measures that deliver to customer experience and service quality.
• Demonstrating the ability tograsp concepts in a fast-changing environment.

Qualifications:

• Bachelor's degree in a relevant field such as Finance, Accounting, or Business.