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About the Role
Lead the EGM Office for Customer Service Direct, encompassing Strategy, Communications & Digital, and Events teams. Shape and lead CSD's engagement strategy through communications and events, driving a seamless customer and employee experience.
Responsibilities
- Set the strategic direction and priorities for the EGM Office in line with CSD's vision, strategy and narrative
- Lead, coach and develop a multidisciplinary team
- Act as a trusted advisor to the EGM and Leadership Team
- Oversee the key work of the Strategy chapter, including the Annual Operating Plan (AOP) and Quarterly Planning cycle
- Shape and lead CSD's engagement plan, ensuring communications and events strengthen the strategic narrative
- Oversee the design and delivery of high-impact leadership communications and events
- Co-ordinate and ensure the delivery of critical Board, Executive and Leadership Team papers and packs
- Build and maintain strong relationships with stakeholders across CSD, Retail Banking Services and the wider Group
Requirements
- Proven experience leading and developing high-performing teams, ideally across multiple disciplines
- Strong knowledge of Financial Services, with contact centre or large-scale operations experience highly advantageous
- A track record of shaping and executing strategy, including business planning cycles such as AOP and quarterly planning
- An understanding of the importance of strategic communications, events and engagement for senior leaders and their teams
- A highly strategic and commercial approach, and the ability to see the wider implications of issues on the business and its people
- The ability to influence and advise at the most senior levels, including EGM and Senior Leaders (GMs+)
- Exceptional verbal and written communication skills with high-level attention to detail
- Ability to build and maintain strong working relationships with stakeholders, particularly at a senior level
- Proactively identify and understand, openly discuss and act on current and future risks
Skills
- Strategy
- Communications
- Digital
- Events
- Leadership
- Business Planning
- Stakeholder Management
- Verbal Communication
- Written Communication
- Attention to Detail
Location
- Onsite
Work Type
- Permanent
- Full-time
Experience Level
- Senior Leadership
About the Company
- Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers.
- We offer market-leading products and services, supported by some of the world’s best systems and processes.
- Customer Service Direct (CSD) is comprised of our retail contact centres and the teams that support them.
- Our vision is to create a seamless and superior experience for our customers and people as we work to build tomorrow’s bank today.