Do work that matters

The Business Banking Contact Centre supports a range of business customer’s financial needs to move their business from today into tomorrow. Our Business Banking team provide invaluable support to our frontline Relationship Managers as the first point of contact to our business and private banking customers.

See yourself in our team

You'll be joining the Business and Private Banking (BPB) team - a hardworking bunch who support our online and phone business banking activities. Customer experience will be at the centre of everything you do.

As a Business Banking Associate you will receive incoming calls and provide a premium level of technical support over the phone to assist our clients with their Business Banking and their merchant facilities.

What we are looking for

• Previous customer service experience and exceptional customer service skills is essential
• Finance experience or an interest in banking is desirable
• Someone who thrives in a busy environment
• Having a resilient nature is essential in this role
• The ability to master different technologies and multitask

Roster

Our customers are at the centre of everything we do. To be there for them every step of the way we'll need you to commit to a rotating roster which operates between the hours of:

• Monday - Sunday
• 7.00am-10.00pm
• You will need to be available to work weekends on a regular basis (every 3-6 weeks)

Training commences on the Monday 13 May  with all new starters undergoing 4 weeks of mandatory full time training, Monday to Friday 9-5pm.

*Please note we cannot provide any time off during the 4 weeks training, so if you can have any upcoming leave during the training period, we recommend you apply for the next campaign later in the year.  

Working with us: 

Whether you’re passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you. 

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace with flexible work locations. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day. 

• You are someone who is passionate about agile ways of working and can effectively partner with clients and squads to help them unlock their potential.

• You will have experience in leading technology teams through the breadth of the Software Development Life Cycle and comprehensive working knowledge of various agile frameworks and methodologies with background as an Agility Coach or Scrum Master.

• Together we can build a brighter future for all.

About Us:

The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession.

We process and execute the majority of all processes across the Bank supporting the Retail, Business, and Institutional businesses with banking, lending and markets operations, along with running Regulatory operations and delivering Group regulatory projects.

Our strategy is enabled by four priorities: Customer First; Fast, and safe; Digital where it matters; and Operational excellence – which combined, will enable us to play our role in building a brighter future for all.

Your Team:

We are currently after multiple Agile Coaches to join our Chief Operations Office (COO) Agility Chapter consisting of 20+ coaches.

We emphasise open communication, quality work and a culture of excellence. Here you’ll experience flexibility, great rewards and the opportunity to drive your own career growth.

Your Impact:

You will be part of a dedicated Crew consisting of multiple squads where with other coaches you are expected to lead and develop a Crew level coaching plan that drives continuous improvement, delivery maturity and maximises continuous flow of valuable outcomes through the squads in a sustainable manner aligning to agile principles and Group's improved way of thinking, planning and working at CommBank known as PACE to help us achieve our NPS +30 customer goal.

To help you succeed you will receive thorough expert targeted support to develop your coaching art and prowess and advance your career and personal development with an amazing array of opportunities available for you to explore.

Core Responsibilities

• Being a role model for empathy and trust to help foster coaching relationships

• Creating a space for change through influencing and persuading others on the merits of the change journey

• Partnering and Providing Servant Leadership to your Crew(s).

• Coaching the Crew & Squad(s) in CBA’s Pace Ways of Working

• Contributing to the continuous development of the Agility Chapter capability

• Implements practices that support teams through the stages of adopting, learning and supporting continuous improvement including process and maturity assessments and adoption roadmaps.

•  Provides individual and group coaching to enhance individual and team performance.

• Supports and provides feedback to teams on their operating rhythm activities ((business unit-level, team-level, etc.)

• Facilitates continuous improvement by leveraging learning's and processes established within existing teams.

• Embeds an inspect-and-adapt culture by helping establish metrics across the Crew. Coaches key stakeholders on how to use defined metrics as a diagnostic to identify improvement opportunities.

• Helps teams and leadership to identify and resolve issues that impact on the Crew and squad’s value creation.

• Supports teams to scale and consistently adopt emerging best practices.

• Surfaces systemic organisational issues and challenges impacting teams and inhibiting a culture of continuous improvement.

• Support the facilitation of a consistent operating cadence and empowers colleagues across the organisation to adopt and run these.

About You

• Minimum of 3 years' experience working in an agile environment

• You are  someone who embodies the growth mindset and is passionate about agile ways of working and Coaching others

• You are a Critical Thinker and a pragmatist when it comes to leading teams through complexity & Software Delivery phases and are capable to drive incremental agile mindset and practices improvements sustainably through ongoing training.

• You’re actively involved in industry agile communities, conferences and groups

• Have advanced understanding of agile practices, principles and thinking

• Have experience in coaching teams and programs across various initiatives

• Knows when to appropriately switch between being a coach, mentor, teacher or facilitator

• Ability to solve complex problems

• Think strategically and act pragmatically

• Deliver transformational change

• Exceptional communication and stakeholder engagement skills

The real question: What’s in it for you?

• An inclusive team culture that promotes collaboration and innovation at their core.

• Amazing career progression, growth, learning and development programs on offer.

• Flexible working programs to support your emotional and mental well-being.

• Opportunity to work alongside leadership, decision-making, solving challenges and many more.

If you have the above skill, experience and passion around bringing the best of you to the business we would love to hear from you!