Manager Customer Standards

See yourself in our team:

Group Customer Advocacy and Vulnerability (GCAV) supports CommBank’s Group Customer Advocate and is the voice of our customers and communities - making sure they’re heard, understood and treated fairly – particularly those in vulnerable circumstances.

Within GCAV, The Customer Standards team’s role is to set and inspect best practice customer standards for the Group with a particular focus on customer complaints and remediation projects. This is primarily achieved through ownership of the Group’s customer complaint and remediation policy suites and their associated frameworks and supporting resources. 

Do work that matters

This will primarily involve supporting with the monitoring and management of the Group’s customer complaint management and remediation projects policy suites. It will also involve supporting the Group Customer Advocate’s projects, initiatives and BAU activities more broadly.  

Your contribution through these activities will positively impact the Group’s ability to build a brighter future for all.  

Your Responsibilities:

• Conduct monitoring and review-cycle activities  to ensure that the complaints and remediation policies remain accurate, operate efficiently and manage risk effectively.  

• Provide SME advisory support to business units and support units across the Group on the application of complaints and remediation policy suite requirements.  

• Support Subsidiary Policy Governance through providing oversight and guidance on Group subsidiary complaints and remediation policies.  

• Facilitate robust Risk Governance by supporting the maintenance of accurate records in the Risk Management System as well as the underpinning documents in line with the applicable risk framework requirements.   

• Complete thematic reviews to provide detailed insights and recommendations that support best practice customer standards in complaints, remediation and other areas as required by the Group Customer Advocate.   

• Contribute to and/or deliver strategic projects, initiatives, and other BAU activities as required by the Group Customer Advocate.

• Role model ethical behaviour of the highest standards and represent the voice of the customer and community in all interactions. 

• Adhere to CBA’s policies including the Code of Conduct, which sets the standards of behaviour, actions, and decisions expected from our people. 

We’re interested in hearing from people who have:

• The ability to interpret complex information and data and effectively communicate findings and recommendations in a clear and concise manner to diverse audiences.  

•  Advanced written, verbal and interpersonal communication skills.  

• Demonstrated critical thinking and decision-making capabilities. 

• Experience navigating and understanding Group processes, policies, and frameworks. 

• Excellent organizational and time management skills. 

• The ability to meet deadlines and balance conflicting priorities. 

• The ability to work cooperatively and consultatively as part of a team. 

Your Qualifications

• Experience in policy, risk management, complaints management and/or customer remediation is desirable.  

• Knowledge of financial services regulations (e.g., ASIC’s Regulatory Guide 271, Regulatory Guide RG277, Banking Code of Practice) is desirable.