Senior Manager, Contact Centre Enablement - Business Banking

• Establish and lead the Business Banking CCaaS Run team, owning platform performance, configuration and continuous improvement.
• Build a new capability that connects business, technology and operations to deliver better experiences for customers and frontline teams.
• Shape the future of AI-enabled servicing through intelligent virtual assistants, voicebots, AI Assist and emerging contact centre capabilities.

Do work that matters

Be part of a team that’s passionate about helping Australian businesses succeed. In CommBank’s Business Banking team, you’ll support our customers’ ambitions, backed by market-leading technology, a collaborative culture and opportunities to grow your career.

As Senior Manager, Contact Centre Enablement, you’ll establish and lead the Business Banking Contact Centre as a Service (CCaaS) Run team as we move to a federated operating model. You’ll bring together business, technology, operations and vendors to make our contact centre platforms reliable, easy to operate and continuously better.

You’ll own the configuration, management and optimisation of existing voice, IVR, messaging and email capabilities, support contact centre migrations and create a clear pathway for transitioning new AI-enabled capabilities into sustainable run.

Working closely with the Product Owner, Contact Centre Transformation, you’ll pair ambitious transformation with disciplined operational ownership to deliver lasting value for our customers, frontline teams and business.

See yourself in our team

You’ll build a high-performing CCaaS Run team and Business Banking centre of excellence supporting BBS, CommSec, BFA, Asset Finance and other Business Banking contact centres.

You’ll be accountable for the Run roadmap, backlog and performance of existing capabilities, while partnering across Business Banking Contact Centre Transformation, BB Tech, CSD, contact centre teams, Risk and vendors to manage releases, dependencies, service performance and operational handover.

In this role, you’ll:

• Establish and lead the Business Banking CCaaS Run team, including its operating model, governance, capability, ways of working and performance measures.
• Implement a federated CCaaS model and centre of excellence, defining clear accountabilities across Business Banking, CSD, BB Tech and Contact Centre Transformation.
• Own the Run roadmap and backlog for migration support, stabilisation, optimisation, technical debt and enhancements across voice, IVR, messaging and email.
• Manage and optimise existing platform capabilities, including queues, skills, phone numbers, IVRs, operating hours, routing logic, address books and channel performance.
• Lead configuration releases from intake and prioritisation through configuration, testing, deployment readiness, operational sign-off, communications, training and hypercare.
• Support contact centre migrations through readiness, cutover, adoption, service transition, stabilisation and benefits realisation.
• Use customer feedback, frontline insight and platform data to improve reliability, productivity, quality and customer and employee experiences.
• Partner on new capabilities including intelligent virtual assistants, voicebots, AI Assist, the Intelligence Layer, desktop integration and emerging channels, ensuring they are supportable and ready to transition into run.

We’re interested in hearing from people who:

You’re a strategic product or delivery leader who can turn complex platform capability into sustainable customer, frontline and business value. You bring deep contact centre knowledge, practical operational experience and the ability to align stakeholders around clear outcomes.

You’ll bring:

• Senior leadership experience in product ownership, product management, platform enablement, customer experience or contact centre delivery.
• Deep practical knowledge of CCaaS and contact centre operations across voice, IVR, messaging, email, routing, telephony and service management.
• Hands-on knowledge of contact centre configuration, including queues, skills, phone numbers, IVRs, operating hours, routing, address books and channel performance.
• Experience establishing or leading a federated Run, support, platform enablement or centre of excellence model.
• A strong track record of building and leading cross-functional squads across business, technology and operations.
• Experience supporting major platform migrations and transitioning new capabilities from transformation into sustainable run and continuous improvement.
• Experience leading configuration releases and operational change, including UAT, BVT, communications, training, adoption and hypercare.
• Strong stakeholder leadership, with the ability to manage vendors, dependencies, risk, controls and delivery decisions across complex environments.

Experience with some of the following will also help you succeed:

• CCaaS platforms such as Microsoft Dynamics, AWS-based contact centre technology or Genesys.
• AI-enabled servicing, including intelligent virtual assistants, voicebots, AI Assist, knowledge, automation and orchestration.
• Agile product ownership, roadmap and backlog management, prioritisation and squad leadership.
• Contact centre analytics, workforce management, quality, reporting, risk and vendor management.

Working with us

At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples.