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Chapter Lead – Customer Service, Direct Strategy & Communications
Commonwealth Bank. Lead the EGM Office for Customer Service Direct, including Strategy, Communications & Digital, and Events teams .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading multidisciplinary teams and shaping strategic direction within the Financial Services sector. Proven ability to execute business planning cycles and manage high-impact communications and events for senior leadership.
Highest-signal resume keywords
Team LeadershipStrategic PlanningStakeholder EngagementFinancial Services KnowledgeCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business PlanningAnnual Operating Plan (AOP)Quarterly PlanningStrategic CommunicationsEvent Management
Soft Skills
Influencing SkillsAttention to DetailRelationship BuildingProactive Risk Management
Industry Keywords
Customer ServiceRetail BankingLeadership CommunicationsEngagement StrategyContact Centre Operations
About the role
Key responsibilities & impact- Lead the EGM Office for Customer Service Direct, including Strategy, Communications & Digital, and Events teams
- Set strategic direction and priorities for the EGM Office in line with CSD’s vision, strategy and narrative
- Lead, coach and develop a multidisciplinary team
- Act as trusted advisor to the EGM and CSD Leadership Team
- Oversee the Strategy chapter’s Annual Operating Plan, Quarterly Planning cycle and progress tracking
- Shape and lead CSD’s engagement plan across communications and events
- Oversee high-impact leadership communications and events, including offsites, leadership forums and key engagement moments
- Coordinate delivery of Board, Executive and Leadership Team papers and packs
- Build and maintain stakeholder relationships across CSD, Retail Banking Services and the wider Group
Requirements
What you’ll need- Proven experience leading and developing high-performing teams, ideally across multiple disciplines
- Strong knowledge of Financial Services
- Contact centre or large-scale operations experience highly advantageous
- Track record of shaping and executing strategy, including business planning cycles such as AOP and quarterly planning
- Understanding of strategic communications, events and engagement for senior leaders and their teams
- Highly strategic and commercial approach, with ability to see wider business and people implications
- Ability to influence and advise at the most senior levels, including EGM and Senior Leaders (GMs+)
- Exceptional verbal and written communication skills with high-level attention to detail
- Ability to build and maintain strong working relationships with stakeholders, particularly at a senior level
- Proactive identification, discussion and management of current and future risks as a CommBank employee
Benefits
Comp & perks- Permanent opportunity
- Full-time employment