Manager, Customer Communications

📌 Core Information 🔹 Job Title: Manager, Customer Communications 🔹 Company: Commonwealth Bank 🔹 Location: Sydney CBD Area, NSW - 1 Locomotive Street, Eveleigh, NSW 2015, Australia 🔹 Job Type: Full-Time 🔹 Category: Financial Services 🔹 Date Posted: April 7, 2025 🔹 Experience Level: 5-10 years 🔹 Remote Status: On-site 🚀 Job Overview Key aspects of this role include: - Revolutionizing customer communications through process transformation and governance uplifts - Supporting the design and implementation of strategic initiatives to reimagine 1:1 communications - Driving positive change for customers, people, and the broader business through simplification - Collaborating with various teams and stakeholders to ensure operational excellence and regulatory compliance ASSUMPTION: This role requires a balance of business acumen, analytical prowess, and strong communication skills to succeed in a complex, matrix organization. Candidates should be comfortable working in an agile environment and have experience managing risks and regulatory compliance. 📋 Key Responsibilities ✅ Enable 1:1 strategy by supporting the improvement of the 1:1 communications process, conducting data analysis, and making recommendations to shape strategy ✅ Drive business process uplift and project management by assessing current business functions, performing state analysis, and developing user/customer journeys ✅ Navigate complexity by driving the best outcomes for customers within a complex, matrix organization dynamic ✅ Shape team culture by supporting team members and finding opportunities to improve the day-to-day team experience ✅ Champion customer experience by fostering an ambition to create a better experience for customers and people ASSUMPTION: This role involves a mix of strategic thinking, project management, and team leadership. Candidates should be prepared to work on multiple projects simultaneously and adapt to changing priorities. 🎯 Required Qualifications Education: Bachelor's degree in a relevant field (e.g., Business, Marketing, or a related discipline) Experience: - Proven experience leading process-based initiatives and projects, including analysis of business processes and requirements capture - Experience managing projects and driving change in a complex organization - Demonstrated ability to interact with stakeholders at all levels and influence them to effect change Required Skills: - Strong communication skills – both verbal and written - Ability to apply critical thinking and good judgement to problem-solving - Risk mindset – proactively identify and understand, openly discuss, and act on current and future risks through a pragmatic approach - Customer-first approach – ability to keep the customer at the center of decision-making and advocate for customers across diverse stakeholder sets Preferred Skills: - Experience with Insights Analytics and working in an agile environment - Proven experience actively managing risk, adhering to regulation, compliance, and legal guidance, and translating regulation into simple/easy-to-understand processes - Experience working in a large-matrix organization ASSUMPTION: Candidates with a background in process improvement, project management, or a related field are likely to be successful in this role. Experience working in a financial services organization or a large, complex matrix organization is beneficial but not required. 💰 Compensation & Benefits Salary Range: AUD 120,000 - 150,000 per annum (based on industry standards for a Manager-level role in Sydney's financial services sector) Benefits: - Competitive salary and bonus structure - Comprehensive health and wellness benefits - Flexible work arrangements and leave entitlements - Learning and development opportunities - Employee discounts on banking and financial products Working Hours: Full-time, Monday to Friday, with flexibility to work additional hours as needed to meet project deadlines ASSUMPTION: The salary range provided is an estimate based on industry standards for a Manager-level role in Sydney's financial services sector. The actual salary may vary depending on the candidate's experience and qualifications. 📌 Applicant Insights 🔍 Company Context Industry: Financial Services - Commonwealth Bank is Australia's leading provider of financial services, including retail, premium, business, and institutional banking, funds management, superannuation, insurance, investment, and sharebroking products and services. Company Size: 10,001+ employees - As one of Australia's largest banks, Commonwealth Bank offers a wide range of career opportunities and a large, diverse workforce. Founded: 1911 - Commonwealth Bank was founded in 1911 and has since grown to become one of Australia's most iconic and trusted financial institutions. Company Description: - Australia's leading provider of financial services - Over 800,000 shareholders and over 52,000 employees - Offers a full range of financial services to help all Australians build and manage their finances - Committed to sustainability, innovation, and community engagement Company Specialties: - Retail banking - Business banking - Institutional banking - Funds management - Superannuation - Insurance - Investment and sharebroking products and services Company Website: www.commbank.com.au ASSUMPTION: Commonwealth Bank is a large, established organization with a strong brand and reputation in the Australian financial services industry. Candidates should be prepared to work in a structured, hierarchical environment with a focus on process and compliance. 📊 Role Analysis Career Level: Managerial - This role is a management position responsible for driving strategic initiatives and leading a team to deliver operational excellence. Reporting Structure: The Manager, Customer Communications reports to the Chapter Lead, 1:1 Communications within the Marketing and Corporate Affairs (MCA) Consumer Marketing Centre of Excellence. Work Arrangement: On-site - This role requires regular on-site presence at the Sydney CBD office to collaborate with team members and stakeholders. Growth Opportunities: - Opportunities to work on high-impact projects and drive meaningful change within the organization - Exposure to various teams and stakeholders, providing opportunities to build networks and develop skills - Potential for career progression within the Marketing and Corporate Affairs division or other areas of the business ASSUMPTION: This role offers opportunities for professional growth and development within a large, established organization. Candidates should be prepared to take on significant responsibilities and demonstrate a strong commitment to driving results. 🌍 Location & Work Environment Office Type: Corporate headquarters - The role is based at Commonwealth Bank's corporate headquarters in the Sydney CBD, offering a modern, collaborative work environment. Office Location(s): 1 Locomotive Street, Eveleigh, NSW 2015, Australia Geographic Context: - Sydney is Australia's largest city and a major global financial hub - The Sydney CBD is a vibrant, multicultural area with a mix of commercial, retail, and residential spaces - Eveleigh is a suburb located within the inner west of Sydney, offering a mix of urban and suburban living Work Schedule: Full-time, Monday to Friday, with flexibility to work additional hours as needed to meet project deadlines ASSUMPTION: The Sydney CBD office offers a dynamic, fast-paced work environment with ample opportunities for collaboration and professional development. Candidates should be comfortable working in a bustling urban environment and be prepared to commute during peak hours. 💼 Interview & Application Insights Typical Process: 1. Online application submission through the Commonwealth Bank careers portal 2. Phone or video screen with the hiring manager or HR representative 3. In-depth behavioral and technical interviews with relevant stakeholders 4. Final interview with the Chapter Lead, 1:1 Communications Key Assessment Areas: - Problem-solving and analytical skills - Communication and interpersonal skills - Leadership and team management skills - Cultural fit and alignment with Commonwealth Bank's values Application Tips: - Tailor your resume and cover letter to highlight your relevant experience and skills for this role - Prepare examples of your process improvement and project management experience - Research Commonwealth Bank's values and be prepared to discuss how you embody them in your work ATS Keywords: Process Improvement, Project Management, Stakeholder Engagement, Data Analysis, Risk Management, Regulatory Compliance, Communication Skills, Critical Thinking, Agility, Customer Experience, Business Acumen, Analytical Skills, Team Leadership, Change Management, Insights Analytics, Governance ASSUMPTION: Commonwealth Bank's application process is competitive and thorough, with a focus on assessing candidates' technical skills and cultural fit. Candidates should be prepared to demonstrate their relevant experience and skills throughout the interview process. 🛠️ Tools & Technologies - Microsoft Office Suite (Word, Excel, PowerPoint) - Project management tools (e.g., Asana, Trello, Jira) - Data analysis tools (e.g., Excel, SQL, Tableau) - Collaboration platforms (e.g., Microsoft Teams, Slack) ASSUMPTION: This role requires proficiency in standard office software and project management tools. Experience with data analysis tools and collaboration platforms is beneficial but not required. 👔 Cultural Fit Considerations Company Values: - Customer-focused - Integrity - Collaboration - Excellence - Accountability Work Style: - Results-driven - Collaborative - Innovative - Adaptable - Committed to continuous learning and improvement Self-Assessment Questions: - How have you demonstrated a customer-first approach in your previous roles? - Can you provide an example of a time when you drove change and influenced stakeholders in a complex organization? - How do you approach learning and adapting to new tools and technologies? ASSUMPTION: Commonwealth Bank values candidates who embody their core values and demonstrate a strong work ethic, commitment to customer focus, and ability to collaborate effectively with team members and stakeholders. ⚠️ Potential Challenges - Working in a complex, matrix organization with multiple stakeholders and competing priorities - Balancing strategic thinking with day-to-day project management responsibilities - Adapting to changing priorities and project demands in a fast-paced environment - Managing risks and regulatory compliance in a dynamic business landscape ASSUMPTION: This role presents unique challenges and opportunities for candidates to demonstrate their ability to navigate complexity, manage risks, and drive results in a dynamic environment. 📈 Similar Roles Comparison - Manager, Customer Experience - Responsible for driving customer experience initiatives and ensuring operational excellence across various channels and touchpoints - Senior Business Analyst - Focuses on data analysis, process improvement, and stakeholder management to drive business outcomes - Project Manager - Leads projects from concept to deployment, ensuring project management best practices and driving successful outcomes ASSUMPTION: These roles share similarities with the Manager, Customer Communications role, such as a focus on process improvement, stakeholder management, and driving business outcomes. However, each role has unique responsibilities and requirements tailored to their specific focus areas. 📝 Sample Projects - Developing and implementing a new customer communication strategy to improve customer engagement and satisfaction - Conducting a comprehensive review of existing customer communication processes and identifying opportunities for improvement and optimization - Managing a cross-functional project team to deliver a major customer communication system upgrade, ensuring minimal disruption to customers and stakeholders ASSUMPTION: These sample projects illustrate the strategic and operational responsibilities of the Manager, Customer Communications role, requiring candidates to demonstrate a strong combination of analytical, project management, and stakeholder engagement skills. ❓ Key Questions to Ask During Interview - Can you describe the team structure and dynamics within the 1:1 Communications team and the broader Marketing and Corporate Affairs division? - How does this role contribute to Commonwealth Bank's overall strategy and customer experience goals? - What are the most pressing challenges facing the 1:1 Communications team, and how can this role help address them? - What opportunities exist for professional growth and development within this role and the broader organization? - How does Commonwealth Bank support work-life balance and employee well-being? ASSUMPTION: These interview questions help candidates gain a deeper understanding of the role, team dynamics, and career growth opportunities within Commonwealth Bank. 📌 Next Steps for Applicants To apply for this position: - Submit your application through this link - Tailor your resume and cover letter to highlight your relevant experience and skills for this role - Prepare examples of your process improvement and project management experience - Research Commonwealth Bank's values and be prepared to discuss how you embody them in your work - Follow up with the hiring manager or HR representative within one week of submitting your application to confirm receipt and inquire about next steps ⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.