Senior Manager - Commsec Process Digitisation
CurrentThe Process Improvement Team has an objective to simplify, standardise and digitise key CommSec Processes to ensure we drive consistency of service that has a meaningful impact on customer, value, drives efficiency, and reduced risk/exposure.My responsibilities include the strategy and execution of:* Voice of Customer Improvements and initiatives aimed at increasing customer satisfaction (NSS/NPS) and reduce customer complaints.* Process Efficiency Improvements and initiatives aimed at simplifying staff processes, reducing the overall staff effort and decrease customer turnaround times.* Fraud Management and Prevention