Senior Manager
Commonwealth Bank of AustraliaMatch Score
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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 bank brand, common Senior Manager Operations title, and Bangalore metro location increase applicant competition.
Requires banking contact-centre and CSD domain experience, making cross-industry transfers difficult.
Explicit 12-16 years and mandatory domain experience plus regulatory controls create stringent screening.
Job Description
Structured overview of role & requirementsAbout This Role
Lead end-to-end performance of customer service operations portfolio, managing service, productivity, quality, people, and risk outcomes.
Coach and manage multiple frontline leaders, driving talent development and succession planning.
Drive operational improvements by interpreting performance data and leading change initiatives including process improvements and new technology adoption.
Minimum Requirements
12-16 years of experience in customer service, contact centre, banking, or regulated operations.
Experience in one or more CSD lines like Direct Banking, Direct Lending, or Collection in financial services.
Bachelor's degree in Finance, Accounting, Business, Commerce or related field preferred.
Work Experience Required: 12-16 years in relevant domain (customer service operations in financial services).
Ideal Candidate Profile
Experienced in leading multiple frontline teams in a regulated financial services environment with stakeholder management across India and Australia.
Strong capability interpreting performance data to drive measurable improvements and lead change (process/technology).
Demonstrated ability balancing customer service, risk compliance, and operational productivity in fast-paced, 24/7 settings.