Executive Manager - Customer Service Lending Support (NSW, VIC or QLD)
About this role
The Role
We're looking for an experienced and people-focused leader to join our Customer Service Lending (CSL) Operations leadership team as Executive Manager - Customer Service Lending Support.
This role is responsible for leading the end-to-end operational support function that underpins our proprietary Home Lending business. You'll lead a team of senior leaders who oversee large teams of Associates and Senior Associates, ensuring exceptional operational execution across the home lending fulfilment journey.
As a strategic operational leader, you'll balance customer outcomes, operational excellence, risk management and people leadership to deliver outstanding service while driving continuous improvement across the function. You'll play a critical role in embedding change, strengthening capability, fostering a high-performance culture and ensuring our teams consistently deliver quality outcomes for customers and the bank.
Working closely with senior stakeholders across the business, you'll create clarity, build alignment and help shape the future of our lending operations, ensuring the function remains efficient, resilient and relentlessly focused on delivering better outcomes for customers.
Key Responsibilities
Lead a large operational support function responsible for the end-to-end processing and fulfilment of home lending applications.
Lead, coach and develop a team of senior leaders, building an inclusive, high-performing culture where people are empowered to grow, collaborate and deliver their best.
Drive operational excellence by improving productivity, quality, customer outcomes and service performance, always looking for opportunities to make the customer experience simpler, safer and better.
Foster a culture of ownership by creating clarity, making informed decisions and ensuring accountability for outcomes across the function.
Champion continuous improvement by encouraging curiosity, learning and innovation to simplify processes and improve operational efficiency.
Build strong operational risk capability, ensuring compliance with responsible lending obligations, regulatory requirements and operational controls.
Use data and business insights to understand performance trends, identify opportunities and make timely decisions that improve customer and business outcomes.
Partner across the business to successfully deliver and embed strategic change initiatives while measuring their impact and long-term benefits.
Create an environment where people feel safe to speak up, challenge constructively, learn from experience and continuously improve.
What You'll Bring
Extensive leadership experience leading large operational teams in Banking, ideally within Home Lending or another customer operations environment.
Strong knowledge of end-to-end home lending fulfilment, operational support and lending processes.
Proven experience leading leaders, building leadership capability and developing exceptional teams that consistently deliver results.
Demonstrated success leading operational excellence, continuous improvement and enterprise-wide change.
Strong understanding of operational risk, responsible lending obligations and governance frameworks, with sound judgement and a balanced approach to risk and customer outcomes.
Exceptional stakeholder engagement and influencing skills, with the ability to build trusted relationships across Executive and senior leadership teams.
Commercial acumen with the ability to create clarity, prioritise effectively and lead through complexity.
A growth mindset, with a genuine passion for developing others, embracing feedback and fostering a culture of continuous learning.
Why Join Us?
This is an opportunity to lead one of the largest operational functions supporting Home Lending. You'll influence how we deliver exceptional customer experiences while strengthening operational excellence, building leadership capability and shaping a culture where people take ownership, learn continuously and succeed together.
If you're an experienced operational leader who thrives in complex environments, leads through change and is passionate about developing exceptional teams that deliver outstanding outcomes for customers, we'd love to hear from you.
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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