Who we are Hi, we're Kit, part of x15ventures. We're like nothing you've ever seen before. Here to shake up the financial services landscape by delivering customers exciting new digital solutions. And what sets us apart? We're combining the best of enterprise and start up. Leveraging CommBank's strength, security standards, customer base and brand to deliver ground breaking stand-alone digital businesses. Kit is a team that has developed a children's pocket money app that is improving financial literacy. We have over 60,000 users and growing fast We're also CommBank At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things. The Role In this role you will apply your excellent communication and management skills to provide high quality service and support to our customers by managing a small customer care team that deals with customer general enquiries, complaints and support requests. You will work closely with our product, engineering and marketing teams to ensure the Customer Care team and providing timely feedback from customers and that our servicing of them continues to exceed expectations as new app features and promotions are introduced. You will be: Inspiring, coaching and supporting a team of Customer Service Specialists to deliver outstanding experience to customers Manage a number of customer channels including email and in-app chat to help customers with whatever they need Working with a collaborative team, that wants your input into the ongoing development of our customer product, app and back office systems and processes. Please note that we are a national business, based in Sydney. To provide timely support to our customers our team works weekends, some public holidays and outside business hours some of the time. In this role you may from time to time need to assist or support the team at these times bit on an as-needed, ad-hoc basis. We work out of CBA's office in South Eveleigh but also support remote working for part of the week. You will report to the Head of Risk, Compliance & Operations. Your responsibilities You will manage a team of 3 customer care, not limited to coaching, developing and reviewing performance You will monitor and report on the team's operational performance against SLAs and KPIs You will be an escalation point for complaints and fraud matters You will own the assets used by the team including systems, templates, FAQs, standard operating procedures You will facilitate quality assurance reviews and activities to identify training needs You will oversee a data quality framework across systems and ensure the team address discrepancies as required You will regularly report and present feedback on customer enquiries to the product and engineering teams to improve the customer experience and the Kit app What you'll need to be successful in this role 3 years in a customer support/service or customer-facing role and ideally 12 months in a supervisor or manager capacity Ideally, experience working with startups/ early stage ventures and/or financial services and products Focused on driving strong customer outcomes Ideally, experience of dealing with know your customer verification processes and fraud events You are effective in inspiring and coaching others to meet your high standards of customer care. You thrive in and can lead your team through the ambiguity, change and pace that comes with working in a start up You are an expert in fostering a culture of innovation and collaboration in your team and across the organisation You are adept at identifying and acting on opportunities for systemic improvement in systems and processes. You have a good understanding of the regulatory framework for financial products, and a strong risk management mindset. Highly organized and diligent Naturally curious and willing to learn Great at problem solving Highly collaborative and good with managing competing priorities Attention detail and experience using data and reporting to monitor and manage a teams performance against SLA Good communication and presentation skills to summarise and articulate performance and customer feedback to broader team and management Exceptional team player and desire to join a high achieving team What's In It for you? We offer flexible work options to support your well-being. We pay generous equal parental leave because family is hugely important. Generous perks - Including staff discounts on a variety of brands & financial products. Working side by side with leadership, making big decisions, and solving important challenges in this tech-centric venture. You can choose your own adventure with access to communities of practice and development opportunities where you can learn from and grow with others. We value a diverse range of backgrounds and ideas and know this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you. 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 18/07/2024