Jenny started out with Colonial State Bank in 1996, and continued her employment with the Commonwealth Bank when they merged in 2000. Before entering the world of banking, Jenny worked as a beauty therapist and personal assistant.
In her current role, she often wears several hats – managing areas ranging from sales, to customer relations and strategy and compliance, to project management.
‘No two days are ever the same and that’s what I love’, she says.
On a day-to-day level, there are three key parts to Jenny’s job. The first is supporting all of the Bank’s branches and banking sites with the sale of home loans and insurance. She also looks after the Bank’s home loan referral program, which provides commission to nominated staff when they refer a new home loan customer to the Bank. Finally, she looks after the Bank’s referral management, which involves ensuring that referred customers are treated in the best manner possible.
She says her job is ‘definitely challenging and interesting - every day’.
Jenny is proof of the extensive career opportunities and growth offered by the Commonwealth Bank. Having started out working as a Personal Leader close to 16 years ago, Jenny had had several different roles and promotions.
Jenny says she would definitely recommend her job to her friends, and always does. ‘I listen to people complain about having to go to work the next day. I am so glad to say this never happens to me. I still love coming in as much today as I did 15 years ago’, she says.
Recently, Jenny and her team won the CEO Quarterly Team Award: apt recognition for their dedication and hard work. She says that her team is the most important part of her job. ‘If I didn’t have a great team of people to work with each day I doubt it would be as enjoyable. At the end of the day we work incredibly hard but also find time to have a good laugh as well. It helps to balance it all out’, she says.
1. What do you love most about your job in Retail Banking Services?
I love that we make a positive difference to staff and customers.
2. What qualities do you think a person would need to have to do really well in your role?
Definitely a strong customer service ethic. You also need an ability to put yourself in the shoes of staff members and customers to understand the impact a change/initiative/project may have – both positive and negative. You definitely need to be able to juggle lots of different activities at once.
3. Is there anything in particular that you really like about Commonwealth Bank as an employer?
I always say I have yellow in my blood. I love working here. It’s a combination of the people I work with, the role I play in supporting the Retail Network and Premier Banking and the opportunities that are available to you if you want them.
4. If you could sum up the culture of Retail Banking Services in one word, what would it be?
An Executive Manager is responsible for creating an engaged and passionate team committed to driving profitable growth. An Executive Manager is also responsible for developing a team culture that demands the highest standards of excellence and continually promotes simplicity. The primary focus of this role is to drive customer service excellence and be responsible for the performance and reputation of the business, including the safety and wellbeing of the team.