Operations Manager

Organization-

At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organization, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Role Title -Operations Manager

Location- Bangalore- Manyata tech Park

Business and team:

Business Banking Operations Team

Impact and Contributions:

Lead business banking and institutional banking operations delivered from India. The role is accountable for customer and client outcomes, operational performance, people capability, risk and control management, stakeholder engagement, and the delivery of transformation across a portfolio of operational services.

Roles & Responsibilities:

• Lead a portfolio of business banking and institutional banking operational services, with accountability for service, quality, productivity, customer outcomes and risk performance.

• Manage delivery across banking processes and sub-processes. The portfolio may include client onboarding, account servicing, payments, lending-related operations, documentation, fulfilment, exception management and control activities.

• Understand the needs of business banking and institutional banking clients, bankers, relationship teams and product partners, and convert those needs into clear operational priorities.

• Lead operations leaders, subject matter experts and specialist teams through clear objectives, coaching, succession planning, cross-skilling and workforce planning.

• Use service, volume, capacity, ageing, quality and risk information to manage priorities, address backlogs and support sustainable delivery.

• Own operational risk and control performance, including incident response, control assurance, issue management, remediation and audit support.

• Build trusted relationships with senior stakeholders across Business Banking, Institutional Banking, Product, Technology, Risk, Compliance and Operations in India and Australia.

• Present performance, risks, options and recommendations clearly and influence decisions across competing customer, operational, technology and control priorities.

• Lead transformation and operational excellence initiatives with defined benefits, governance, ownership, implementation plans and adoption measures.

• Identify opportunities to use workflow, automation, analytics and AI to reduce manual effort, improve decisions, strengthen controls and improve client outcomes.

• Demonstrate delivery of an agentic or AI-enabled solution in an operational environment, covering problem definition, stakeholder agreement, testing, governance, implementation, human oversight and adoption.

• Monitor realised benefits, operational performance and user adoption after implementation and address gaps through structured review.

Essential Skills:

• Minimum 12 years experience in banking, financial services, client service or a comparable regulated operations environment.

• Strong leadership experience in a regulated banking, financial services or operations environment.

• Good understanding of business banking and/or institutional banking clients, products, servicing models and operational risk.

• Ability to lead multiple operational processes, manage service pressure and make sound decisions across competing priorities.

• Strong stakeholder management and influencing skills across business, product, technology, risk and senior leadership groups.

• Demonstrated delivery of operational excellence, transformation, automation, AI-enabled or agentic solutions with measurable outcomes.

• Working knowledge of responsible AI, data handling, operational controls and human oversight requirements in an enterprise environment.

• Strong analytical, problem-solving, written communication and executive presentation skills.

• Ability to build leadership depth, develop talent and manage workforce capability across changing demand.

Education: Bachelor's degree in Finance, Accounting, Business, Commerce, Technology or a related field preferred.