Capability Coach

• Results driven team committed to providing Continuous improvement
• Opportunity to work across different levels and business units of CommBank
• Remote working opportunity offered-open to working from anywhere in Australia

About the Role

Enterprise Services (ES) is responsible for the world leading application of technology and operations across every aspect of CommBank, from innovative product platforms for our customers to essential tools within our business.

See yourself in our team

The Re-engineering and Capability Team leads the design and execution of strategic projects for Group Operations, with the objective of re-engineering processes to deliver a world-class experience for our customers and operations colleagues.

Capability coaching supports the business in continuously simplifying the way we do things to achieve better outcomes for our customers and our people, including co-delivery of the Group Operations Transformation agenda.

The role:

You will part of the Engineering and Capability team within Group Operations Performance, and have direct responsibility for executing against the Capability uplift strategy. In this capacity you will coach team leaders in the creation and execution of a robust operating rhythm, including in class room and one-one training of operational leaders. You will ensure the right risk, cost, service and quality metrics are captured and effectively utilised, supporting the Group Operations Transformation teams and the business units to identify capacity optimisation opportunities and to bring them to life.

Do work that matters:

This role reports to the Workforce Capability Development Manager

Responsibilities:

• Deployment of the Capability framework within business unit teams, and within cross-functional Group Operations Transformation teams.
• Work closely with team leaders and managers to assist in identifying and realising capacity through application of Operational Capability methodology.
• Actively coach team managers in the ideal Operating Rhythm including:

• Huddles, 1-on-1's, Better Day rhythms and development
• Interpreting performance information including trend analysis
• Capacity forecasting
• creating weekly/quarterly operating plans
• execution against plan
• how to identify and realise continuous improvement opportunities
• structured communication techniques
• colleague coaching techniques

• Work closely with the Group Operations Transformation teams and the Reporting and Analytics team to ensure accurate cost, service, quality, risk and throughput metrics are identified and captured for reporting and planning purposes.
• Facilitate Operational Capability training.
• Achieve customer/client service excellence by role modelling the Bank's purpose and values.
• Build strong relationships internally and externally to deliver on the organisation's business objectives. This may extend to managing a small number of direct reports with responsibility for their utilisation, performance and administration.
• Foster a culture that is customer focused, efficient and empowers/recognises our people to deliver on our business objectives within the risk appetite of the bank.

What skills you will possess:

• Demonstrated track record of successfully coaching operational leaders, influencing change at the individual and team level
• Successfully implemented behavioural change initiatives, for cultural uplift and/or embedding of new ways of working
• Self-starter and ability to work autonomously
• Experience in implementing Management Operating Systems (Active Operations Management, Enlighten Operational Excellence or similar preferred) is desirable
• Participation in successful productivity capacity release initiatives is an advantage
• Lean six sigma qualification and other relevant training certifications desirable

What's in it for you?

• Flexible working programs
• An inclusive team culture that promotes collaboration and innovation
• Group health fund and award-winning super fund
• Amazing development and career progression program

Your Development and Career Progression:

At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a values driven organisation, we nurture and support our people through focusing on skill and talent development, collaboration, flexibility and internal promotion.

Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. 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.

Here, you'll thrive. You'll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.

We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), 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.