Operational Excellence Lead

Lead – Operational Excellence

The Business, Institutional and Markets Operations (BIMO) Team is looking for an Operational Excellence Lead focused on process excellence and process re‑engineering.

BIMO sits within CommBank’s Chief Operations Office (COO) which keeps the Bank running and powers our customer obsession. We process and execute many processes across the Bank, supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and market operations, along with running regulatory operations and Group regulatory projects.

See yourself in our team

The Operational Excellence Team contributes to building a brighter future, with the objective of transforming processes to deliver a world‑class experience for our customers and operations colleagues. We employ a large toolkit of skills and experience from many industries to partner with business stakeholders to co‑create end‑to‑end future‑state solutions.

As a Lead within this team, you will lead large pieces of process re‑engineering and key work contributing to a streamlined future‑state workflow design. You will be responsible for thoroughly understanding current teams’ processes and pain points and subsequently leading discussions and initiatives to re‑engineer and re‑design simple yet effective solutions by minimising waste so our teams can maximise our impact on our customers.

What your role will involve

• Enable BIMO businesses to identify and prioritise opportunities to increase capacity, mitigate risks, eliminate errors and rework, and improve end‑to‑end customer and colleague experience.
• Rigorously challenge process, people and technology designs to ensure we adhere to an optimal level of customer experience with effective risk management and compliance standards.
• Lead process re‑engineering (automation or non‑automation) initiatives by collaborating with cross‑functional teams within the end‑to‑end value chain.
• Lead strategic initiatives entailing business unification (e.g., operating model optimisation), solution feasibility assessment and implementation.
• Offer thought‑leadership to stakeholders, colleagues and leaders on sustainable business transformation and its underlying principles.

WE’RE INTERESTED IN HEARING FROM YOU IF YOU HAVE

• Demonstrated track record of leading initiatives (projects and programs) built around identifying and validating problems, and facilitating workshops to collaboratively introduce solutions. You’ll be effective at managing and influencing stakeholders during prioritisation to ensure our business implements new workflows that have the most impact.

• Exposure to the products across CBA and how they manifest in frontline and operational workflows, enabling pragmatic design choices that balance customer, risk and efficiency outcomes.
• Practical understanding of agentic AI capabilities (e.g., autonomous planning, tool use, orchestration) and how to embed these within digital workflows to unlock measurable outcomes.
• Ability to meet ambiguity with structured, hypothesis‑led thinking and strong outcome orientation.
• Exceptional engagement, facilitation and stakeholder management skills across diverse seniority levels.
• Strong storytelling techniques: simplify complex current‑state realities into clear narratives that open thinking, create options and progress solutioning.
• Experience producing executive‑ready packs and visual narratives that clearly lay out logic, trade‑offs and decisions.
• You will also be skilled in:
• Consulting and facilitation skills to articulate complex concepts and gain stakeholder endorsement of proposed solutions, design principles and focus areas for transformation.
• Project / Program management skills to introduce structure (address ambiguity) and discipline to the initiatives being led or contributed to. Adherence to big-room planning and sprint-based deliverables.
• Advanced problem‑solving and solution‑design techniques aligned to Lean Six Sigma (LSS), Agile and Customer/Human‑Centred Design methodologies (ideally LSS Green / Black Belt).
• Exposure to delivering technology initiatives (workflow, AI‑enabled solutions, optical character recognition, etc.).
• Proactivity and pragmatism in approaching challenges, initiatives and stakeholders, with strong accountability and outcome orientation.
• Business acumen to identify and recommend best course of action and validate benefits from both tactical and strategic standpoints.
• Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.