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About the Role

This is a highly visible leadership role responsible for a workforce of over 350 operating within a high-volume, regulated environment. You will drive operational performance at scale, balancing customer outcomes, productivity, risk management and workforce engagement. You will also play a key role in a significant transformation of our credit decisioning capability, helping shape the future operating model for Home Lending Credit.

Responsibilities

Lead a large-scale national operation responsible for retail credit decisioning across the Home Lending portfolio.
Drive customer, risk and operational outcomes through strong leadership, disciplined execution and continuous improvement.
Partner with senior stakeholders across Home Buying, Retail Banking, Risk and Operations to deliver strategic priorities.
Use customer insights, complaints data and operational performance metrics to identify opportunities and deliver sustainable change.
Build a culture of accountability, engagement and high performance across a geographically dispersed workforce.
Lead a significant transformation of the credit decisioning function, helping establish future ownership and oversight of AI-enabled models while ensuring teams, controls and governance frameworks are positioned for long-term success.

Requirements

Proven experience leading large-scale operational teams within retail or business banking.
A track record of delivering results in high-volume, customer-focused and highly regulated environments.
Strong operational leadership capability, with the ability to confidently move between strategic priorities and operational detail.
Experience leading significant change, transformation and business improvement initiatives.
Strong understanding of data, analytics, model risk and governance, with experience overseeing models across their lifecycle.
Exposure to AI-enabled decisioning or automation capabilities and an understanding of responsible and ethical AI practices will be highly regarded.
Experience leading teams through the adoption of advanced analytics, automation or AI-driven capabilities, balancing innovation with robust governance, risk management and customer outcomes.
Exceptional stakeholder management skills, with the ability to influence and challenge senior leaders across multiple business areas.
Courage to challenge established ways of working and champion positive change.
A role model for our values: Care, Courage, and Commitment.

Skills

AI-enabled decisioning
Automation capabilities
Responsible and ethical AI practices
Advanced analytics
Data
Analytics
Model risk
Governance
Stakeholder management

Location

National

Work Type

Full-time

Experience Level

Executive
Manager

About the Company

At CommBank, our Chief Operations Office (COO) is the engine room that powers the products and services millions of customers rely on every day. From home loans and personal lending to credit cards and everyday banking, COO plays a vital role in delivering exceptional customer experiences, strong risk outcomes and operational excellence across the Group.
At CommBank, we’re committed to building a diverse and inclusive workforce that reflects the communities we serve. We support our people through skill development, collaboration, flexibility, and internal mobility. With service and care at the heart of everything we do, we take accountability for securing and enhancing the financial wellbeing of people, businesses, and communities.