Senior Manager Contact Centre Transformation at Commonwealth… · Sydney

Senior Manager Contact Centre Transformation Location: Sydney CBD Area See yourself in our team CommSec is Australia’s leading online retail stockbroker, providing customers with access to live prices, price charts and portfolio watch lists, and the ability to buy and sell shares online. As a market‑leading business, CommSec continues to provide a high level of customer service to complement our products and services. Our contact centre, based at Darling Harbour, plays a critical role in supporting CommSec customers with their investment needs. This role sits within CommSec Customer Support and plays a key role in shaping how our frontline workforce evolves as we transform the way we serve customers. This is a Sydney based hybrid role Do work that matters CommSec Customer Support is delivering a significant contact centre transformation, with multiple technology and process change streams underway across platforms including D365 (voice, email and chat) capability. The Senior Manager Contact Centre Transformation holds operational accountability for the coordination, governance and delivery oversight of all contact centre transformation activity. Reporting directly to the Head of Customer Support, this role ensures change is delivered in a controlled, coordinated and safe manner, with clear ownership of risks, issues, dependencies and decisions. The role is operationally accountable for business readiness, implementation oversight and fit‑to‑run outcomes, ensuring contact centre processes, operating models and control environments are safe, compliant and effective as new technology and servicing models are introduced. On any given day you will Hold operational accountability for end‑to‑end program coordination across all contact centre transformation streams. Own consolidated views of milestones, risks, issues, dependencies and decisions. Identify, manage and remove delivery blockers across business, technology, risk and control stakeholders. Be operationally accountable for risk, issue and control management, ensuring appropriate governance, escalation and resolution. Hold operational accountability for business readiness and implementation oversight, ensuring changes are delivered safely and at scale. Ensure contact centre processes, operating models and control environments remain fit to run following technology and process change. Provide clear, structured and concise program updates to governance forums and senior leaders. Partner closely with COEs, delivery squads, risk, compliance and control teams to ensure alignment with enterprise standards. Oversee change and readiness activities to support sustainable transformation outcomes. We’re interested in hearing from people who have Experience holding operational accountability for large‑scale contact centre or operational transformation programs. Strong capability in program governance, risk and issue management, and control oversight. Experience coordinating multiple technology and process change streams. A solid understanding of contact centre operations and technology‑led risk. Strong stakeholder engagement and influencing skills, including at senior leadership level. Excellent planning and execution discipline with high attention to detail. Experience partnering with risk, compliance, technology and change teams. A pragmatic, accountable and outcomes‑focused mindset. 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: 14/05/2026