Job Description

• Are you an experienced business improvement, business analysis or change professional looking to make a meaningful impact?
• Do you thrive in complex, fast-paced environments where you can shape change and turn detail into practical outcomes?
• Do you enjoy turning complex processes into clear, practical and well-documented ways of working?
• Do you want to work with a talented, collaborative and high-performing team?

Group Customer Relations (GCR) is a centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers. We oversee complaint handling across the Group and manage escalated and complex complaints, while using complaint insights to influence meaningful change.

Through the complaint process, we identify breakpoints across products, services and processes, and use those insights to influence change that improves both customer and employee experiences. We continually strengthen our complaint management systems, uplift capability and deliver insights that help our people better identify, manage and prevent complaints.

We are a passionate, supportive and high-performing team that values open communication, curiosity and continuous improvement. We work at pace and hold ourselves to a high standard, while creating an environment where people can collaborate, grow and enjoy the work they do.

We are part of the Chief Operations Office (COO), the engine room of the CBA Group, dedicated to running, improving and transforming the processes that deliver products and services to our customers.

This is a permanent role

ABOUT THE ROLE

As a Manager – Continuous Improvement, you will play a key role in identifying, shaping and delivering business improvement initiatives across Group Customer Relations. You will work across complex processes, systems and stakeholder groups to solve problems, improve customer and employee outcomes, strengthen our risk and control environment, and translate complexity into clear, practical and well-documented ways of working.

This role is suited to someone with strong experience in business improvement, business analysis, continuous improvement, change delivery or process transformation, and the ability to deep dive into complex processes and documentation to identify issues, define requirements and design practical solutions. You will own the development and ongoing stewardship of procedures, including creation of new materials, completing periodic reviews, supporting questions on process application, and maintaining documentation through change. You will partner with business leaders, delivery teams, legal, risk partners and subject matter experts to drive practical, sustainable change in a fast-paced and highly regulated environment.

DO WORK THAT MATTERS

• Lead business improvement initiatives from discovery through to design, implementation and embedding
• Deep dive into complex end-to-end processes, systems and documentation to identify issues, risks, control gaps and improvement opportunities
• Write standard operating procedures, process documents and supporting guidance, and continuously review and update documentation to reflect change
• Gather, analyse and document business requirements, and translate these into clear process, policy and operational impacts
• Facilitate workshops and discussions to gather insights, define problems and shape solutions
• Develop clear current and future state process documentation, recommendations and implementation considerations
• Build strong relationships across business, legal, risk, operations, change and delivery teams to drive alignment and momentum
• Support change delivery through planning, implementation and embedding activities
• Understand and manage risk to support successful delivery outcomes
• Maintain a strong focus on customer outcomes, operational excellence and regulatory obligations in all improvement activity

WHAT YOU’LL BRING

• Demonstrated experience in business improvement, business analysis, continuous improvement, change or transformation roles
• Strong ability to deep dive into complex processes, documents and operational detail to identify issues, requirements and practical solutions
• Proven experience writing standard operating procedures, process documentation and operational guidance, and maintaining documentation through ongoing change
• Strong business analysis capability, including requirements gathering, process analysis and documentation of current and future state processes
• Experience working across complex operational environments, ideally within banking, financial services or another regulated industry
• Strong stakeholder engagement skills, with the ability to influence, collaborate and build trust across a broad range of stakeholders
• Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences and write with clarity and precision
• Proven ability to work autonomously, manage competing priorities and drive outcomes in a fast-paced environment
• Experience delivering or supporting change initiatives, including implementation and embedding of new ways of working
• Strong Microsoft Excel and PowerPoint skills, with experience using process mapping tools such as Visio desirable
• Experience with agile methodology and agile tools such as JIRA and Confluence is preferred
• Experience building strong working relationships in virtual environments, with proficiency in virtual collaboration tools

Advertising End Date: 15/06/2026