- Senior
- Optionales Büro in Sydney
The Business
At CommBank, our Disputes team is dedicated to delivering fair and timely outcomes for our customers.
We manage the end-to-end disputed transaction process, working hand-in-hand with our Contact Centre, Group Fraud, and Everyday Banking teams to resolve issues quickly and effectively. Our structure is designed to drive operational excellence, customer satisfaction, and a culture of continuous improvement—ensuring every interaction builds trust and confidence.
Your Team
Step into a role that shapes the future of operational excellence.
As Senior Business Operations Manager, you’ll be at the heart of driving strategic alignment, operational efficiency, and continuous improvement across our business units. This is your opportunity to influence enterprise-wide outcomes, streamline processes for scalability, and champion innovation that delivers measurable impact.
In this pivotal leadership role, you’ll:
Lead with purpose – Oversee a high-performing team of 40 professionals.
Drive transformation – Optimise operations to meet and exceed enterprise goals.
Build strong partnerships – Foster collaboration with key stakeholders to ensure success at every level.
Reporting directly to the Executive Manager, Dispute Services, you’ll play a critical role in shaping strategy and delivering results that matter.
As Senior Business Operations Manager, you will:
Drive performance management and strategic initiatives aligned with organisational goals.
Develop and track KPIs to measure business effectiveness.
Ensure compliance with delivery frameworks and standards.
Lead workforce planning and provide actionable insights.
Partner with cross-functional teams to deliver continuous improvement.
Analyse performance data to identify trends and opportunities.
Oversee governance, risk management, and reporting to leadership.
Champion customer satisfaction through targeted strategies.
Coach and mentor teams to build a culture of excellence.
Lead two operational teams managing complaints, escalations, and accounts.
We’re looking for someone who brings:
Proven leadership – Skilled in managing teams and driving high performance.
Strategic mindset – Experience leading initiatives and managing cross-functional teams.
Operational expertise – Strong grasp of risk frameworks, compliance, and governance.
Performance focus – Deep knowledge of KPIs, OKRs, and continuous improvement practices.
Analytical strength – Proficiency in data analysis and business intelligence tools.
Tech-savvy approach – Familiarity with digital transformation, AI concepts, and data literacy.
Collaboration skills – Ability to influence and engage stakeholders at all levels.
Customer and people focus – Experience in customer satisfaction and employee engagement programs.
Agility and adaptability – Comfortable with agile metrics, performance dashboards, and process optimisation.
Excellent communication – Strong interpersonal and presentation skills.
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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