Location: Eveleigh, NSW - 5-7 Central Ave
Chapter Lead, Strategy, Communications and Events – Customer Service Direct
Permanent opportunity
You’re a strategic, people-focused leader who can turn direction into clear, high-impact delivery
You’ll lead the EGM Office for CSD across Strategy, Communications & Digital, and Events
We are changing what superior and seamless experiences look like for our customers and people
See yourself in the team
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
Customer Service Direct (CSD) is comprised of our retail contact centres and the teams that support them. Our vision is to create a seamless and superior experience for our customers and people as we work to build tomorrow’s bank today.
Do work that matters
Reporting to the Executive Performance Lead, you will lead the EGM Office for Customer Service Direct, which includes the Strategy, Communications & Digital, and Events teams. The EGM Office helps the EGM and CSD Leadership Team deliver on CSD's strategic objectives. It also shapes and leads how CSD informs and engages its people through communications and events.
You will set the direction for the team in line with CSD's strategic narrative. You will lead, support and develop a talented group of individuals and make sure they are set up to deliver high-impact work across strategy, communications and events.
More specifically you will
Set the strategic direction and priorities for the EGM Office in line with CSD's vision, strategy and narrative
Lead, coach and develop a multidisciplinary team so they feel supported, focused and able to do their best work
Act as a trusted advisor to the EGM and Leadership Team, helping them make decisions, prioritise and deliver CSD's strategic objectives
Oversee the key work of the Strategy chapter, including the Annual Operating Plan (AOP), the Quarterly Planning cycle and tracking progress against key objectives
Shape and lead CSD's engagement plan, making sure communications and events strengthen the strategic narrative and connect our people to it
Oversee the design and delivery of high-impact leadership communications and events, including offsites, leadership forums and key engagement moments
Co-ordinate and ensure the delivery of critical Board, Executive and Leadership Team papers and packs to a high quality
Build and maintain strong relationships with stakeholders across CSD, Retail Banking Services and the wider Group
We want to hear from you if you have
Proven experience leading and developing high-performing teams, ideally across multiple disciplines
Strong knowledge of Financial Services, with contact centre or large-scale operations experience highly advantageous
A track record of shaping and executing strategy, including business planning cycles such as AOP and quarterly planning
An understanding of the importance of strategic communications, events and engagement for senior leaders and their teams
A highly strategic and commercial approach, and the ability to see the wider implications of issues on the business and its people
The ability to influence and advise at the most senior levels, including EGM and Senior Leaders (GMs+)
Exceptional verbal and written communication skills with high-level attention to detail
Ability to build and maintain strong working relationships with stakeholders, particularly at a senior level
Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 05/11/2026
Additional Locations: Sydney CBD Area
Job description provided by Commonwealth Bank of Australia.
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