Business Improvement Executive - Small Business (Melbourne)
Business Improvement Executive – Small Business (Melbourne)
See yourself in our team
The CommBank Small Business Banking (SBB) team have a passion for helping Australian small businesses succeed. The team seek to understand the business and personal goals of business owners and use their expertise and specialist teams to provide tailored financial solutions.
Small Business Banking is a part of CBA’s Business Banking division and provides in branch, face-to-face and remote support to Small Businesses all across Australia.
Do work that matters
Reporting to the General Manager Small Business Sales Service VIC/TAS, the Business Improvement Executive will create, support and drive strategic initiatives and execution across the SBB teams in VIC/TAS.
You will be responsible for executing and monitoring state strategic initiatives required to achieve attainment of revenue, PACC and growth targets within an operationally compliant framework, as well as identifying the best business solutions for customers, and ensuring that our frontline staff have the necessary competencies to consistently deliver exceptional customer service.
You will work collaboratively with peers, business partners and stakeholders to ensure the needs of the business are consistently met, and co-ordinates across the state to deliver outcomes and solutions consistent with SBB credit, compliance, Banking Code and Service and Sales objectives.
You will play a key role in analysing business performance, leading change, and identifying and assessing risks that could prevent achievement of our SBB objectives, and is accountable for the planning, execution and delivery across the state for sustainable change and remedial solutions.
More specifically, you will:
Improve Revenue and Profit After Capital Contribution through initiatives to drive proactive management of deteriorating credits and data quality
Take the lead and be accountable of any transformational activities and special projects assigned by the General Manager
Proactively lead a culture of productivity and continuous improvement to create greater capacity and more streamlined processes
Deliver exceptional customer service in all internal dealings, and work collaboratively with peers, business partners and stakeholders to support a culture that drives NPS objectives
Monitor and analyse Net Promoter Score (NPS) performance
Proactively identify best practice within the business, embedding these practices across the business as a whole
Timely review of customer complaints trends along with support for the GM with resolution of complaints
Work in alignment with the national SBB Business Development, Risk & Operations team to ensure a unified approach is adopted across SBB
Apply analytical skills to state business problems and effectively communicate outcomes and recommendations
Efficiently implement practical process improvements across the business and proactively share learnings across states
We want to hear from you if you have:
Strong commercial frontline lending experience and commercial acumen
Sound Credit & Operational Risk and Compliance knowledge
Relevant experience in driving a high performance culture, and a commitment to delivering exceptional customer service
Strong Financial Services Industry experience, including experience in a sales and/or risk role
Strong Oral and written communication skills, including proven ability to work collaboratively with business partners and stakeholders
Exceptional organisational, planning, prioritisation and time management skills
Extensive knowledge of bank products and financial services products and services
Advanced tech literacy with expert Microsoft Excel capability (i.e; macros, pivot tables, etc.)
Project Management experience (Desirable)
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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Advertising End Date: 21/05/2025
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