Director, Service Performance and Insights

• Shape the service strategy for one of Institutional Banking’s biggest growth platforms
• Combine data, insight and change leadership to drive real outcomes

• Permanent, full-time role based in Sydney CBD

See yourself in our team

Institutional Banking and Markets (IB&M) is responsible for leading the Group’s relationships with major corporate and government clients and institutional investors, and provides a full range of transactional banking, capital raising and risk management products and services.  

Corporate and Institutional Transaction Banking (CITB) represents one of our biggest growth opportunities - and we're on an ambitious mission to become Australia's #1 CITB provider. You'll join the newly formed CITB Transformation team, consisting of high performers working directly in the business and with senior leadership to achieve this ambition.

Do work that matters:

This role will be responsible for enhancing and maintaining the service performance monitoring system, CITB Service OKR design and reporting, ensuring that insight-led prioritisation decisions are based on current, consistent metrics, and driving the CITB Service Strategy based on market best practice. In this role, you’ll engage with stakeholders across all levels of the Group, contributing to the success of CITB through timely and decision-ready insights, development and delivery of strategic service frameworks and effectively influencing stakeholders across the group to deliver meaningful uplift for staff and clients. Reporting to the Corporate Institutional Transaction Banking Transformation Lead, you’ll be part of a high-performing team of client obsessed executors located across Australia.

As a Director, you’ll work closely with senior stakeholders across multiple Business Units to deliver exceptional outcomes, including but not limited to:

• Enhance and maintain the CITB service performance monitoring system, consolidating fragmented data into consistent, timely insights for decision forums
• Deliver insight-led prioritisation through clear, reliable reporting and dashboards that translate data into actionable outcomes
• Lead end-to-end change delivery from idea to execution, coordinating stakeholders and change activities to improve TAT/SLA performance and customer outcomes
• Influence senior stakeholders across Product Houses, Operations and downstream teams to align on capability requirements, sequencing and investment decisions during service transformation
• Operate effectively in ambiguity, identifying data/process gaps and implementing practical solutions to improve performance and governance
• Shape and drive the CITB Service Strategy informed by market best practice, improving customer experience, operational efficiency and transformation outcomes
• Stay ahead of market trends and regulatory developments
• Champion continuous improvement and foster a high-performing, inclusive team culture

We’re interested in hearing from people who

Are committed candidates with a strong foundation in a corporate or institutional banking. You bring:

• Analytical strength in financial modelling, data analysis (excel mandatory, SQL and PowerBI preferred), and process design
• Proven ability to deliver change end to end

• Strong internal network-building and stakeholder management skills
• Excellent interpersonal, collaboration, and negotiation capabilities
• Sound understanding of transaction banking products (payments, cash management, merchant acquiring and corporate cards)
• A risk-aware mindset aligned with CommBank’s standards
• Tertiary qualifications in finance, accounting, business, or related fields (or equivalent experience)
• Prior experience in transaction banking product, frontline, or operations is highly desired.

This opportunity offers exposure to a broad range of stakeholders across all levels of the business. You’ll be part of a focused, intelligent, and driven team that shares a passion for delivering the best possible experience for our clients. As the successful candidate, you’ll benefit from a structured career path within the IB&M business, supported by a competitive market salary, annual performance incentives, and a flexible, inclusive working environment.