Head Of Operational Enablement

Our goal to be Australia's Bank of choice drives us to set the example of how banking should be : progressive, sustainable, shared, and trusted.

About the team

The Customer Enablement function comprises those teams whose predominant focus is on enabling our customer facing roles in their support of customers. With a strong focus on contributing to the Group's productivity targets, the ultimate purpose of the function is to ensure our front-line staff, partners, and digital platforms can deliver an experience consistent with our targeted customer value proposition.

The Operational Enablement function is where you'll find experts with deep knowledge and expertise across focused areas of process management, process architecture governance, process mapping, capacity and workforce planning. This team leads the way in exploring and adopting new technology tools, techniques, and best practices across these capabilities.

The team focuses on supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise and improving the employee experience. The Operational Enablement team also provides insights to enable leaders to manage their capacity in line with workload requirements, review standard work-practices and take a future view on the management of the workforce.

The Operational Enablement function is a key enabler to the Bendigo Adelaide enterprise-wide productivity initiatives with capabilities that are foundational in supporting an ongoing productivity uplift across the enterprise.

About the role

We have a permanent opportunity for a Head of Operational Enablement reporting into the Chief Operating Officer and part of the Customer Enablement leadership team.

As a credible and influential leader, you'll help shape the team's strategic objectives and guide a high performing team of experts deliver on this strategy.

This role will be instrumental in enhancing our customer experience and simplifying our workplace. You will lead and champion bank wide process improvement with a focus on establishing people and process frameworks and initiatives to deliver on enterprise productivity, continuous improvement and data led decision making.

A key responsibility of the role is to ensure that the department is focused on the organisational priorities, by engaging with executives and other senior leaders, delivering a key capability which will enable them to deliver on identified productivity improvements.

As the leader of the Operational Enablement function, you will also help to resolve significant organisational compliance concerns, where process excellence is identified as a key enabler to resolving.

As a key member of the Customer Enablement Leadership team, you will ensure delivery of a culture of sustainable change through the creation and embedding of process improvement methodology, and the supporting framework, to deliver business transformation and productivity. Key accountabilities include :

Deliver on strategies which are designed to improve productivity, customer experience, employee experience and compliance.

Lead Process Data Analysis and architecture activities across the Bank and provide strong thought leadership in process improvement, analytics and workforce capacity management.

Ensuring cost and benefits are realised on all implementations and be able to showcase results back to stakeholders providing practical demonstration of early value drops

Provide frameworks and governance to ensure that our demand matches our resources and enables cross business planning and implementation to provide commercial and customer outcomes

Work collaboratively with operational risk department to ensure that risk requirements are embedded within process architecture frameworks

Embedding the principles to successfully consolidate functions and achieve change

• To be successful in the role, you'll have

Deep understanding of concepts relating to process improvement, having previously been responsible for managing enterprise-wide improvement programs and driving efficiencies and productivity enhancements, with knowledge of frameworks such as lean, six sigma and lean canvas

Knowledge of customer experience design, using service design to implement end to end improvements linking customer experience to process and technology requirements knowing frameworks such as Human Centred Design and Design thinking

Have implemented and managed centralised workforce capacity teams highlighting resource and productivity improvements to drive efficient use of resources

Understand process architecture and governance frameworks and have experience in implementation.

Excellent data analytics; understanding different data sources and using them to make fact-based decisions, including benefits realisation, and process analytics data

Tertiary Qualification in Finance, Business, or related discipline. (Post Graduate preferred)

Certification in process improvement methodology