Manager, Premier Banking - Brisbane

About the Business
Premier Banking provides relationship management to the High Net Worth (HNW) customers within Retail Banking Services (RBS). This team provides dedicated relationship management to clients with deposit, lending and investments. As well as assisting our clients to achieve financial growth, we provide superior service to help them better manage their daily finances.

The Opportunity
Our Premier Banking team is growing, and we’re excited to expand! This is a fantastic opportunity to join a high-performing team in a growth role . As the Manager, Premier Banking you will be accountable for the delivery of customer service, profit contribution and business/sales outcomes of your team through:

Achieving customer service excellence by role modelling and coaching the team in the Bank's customer service standards

Providing sales leadership, delivering cost effective and integrated financial services for our customers through engaged staff working in a safe and compliant environment

Ensuring the team refers customers to appropriate specialists for their investment, credit, risk insurance, commercial business and more complex investment needs.

Building close relationships with internal business partners including RBS Branch Network, Commonwealth Private Banking, Business Banking, Commonwealth Securities and Commonwealth Financial Planning.


Primary Responsibilities
The core focus of this role is to role model and coach team members around best practice sales and service behaviours and methodology; provide sophisticated sales leadership; and deliver cost-effective, integrated and at times complex financial services for our customers. This role will require you to perform the following tasks in a manner consistent with CBA’s Values;

Ensure the team is building positive relationships with customers by identifying and anticipating their financial needs through the completion of a quality financial health check

Lead the team to achieve Profit Contribution Statement results by coaching and development

Develop Operational Plan in conjunction with Regional Manager, Premier Banking

Lead and develop the team through observation, feedback and coaching

Ensure staff resources are effectively managed to meet Premier Banking customer demands

Assess and monitor the risk environment and take action to ensure that risk mitigation strategies are effective

You ensure the team is building positive relationships with customers by identifying and anticipating their financial needs through the completion of a quality financial health check

Resolving and responding to high value customer queries/complaints in a timely and effective manner


About You
Ideally, you will possess the following skills and experience;

Experience in a leadership role

Exposure to a sales management role with diversified product/service responsibilities

The capacity to work in a busy, commercial, competitive environment and the ability to meet objectives / targets and deliver customer service

Proven success in Customer Experience Survey and Profit Contribution Statement

Ability to analyse and interpret sales reporting and data through strong Microsoft Excel experience Read more