Do work that matters
Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.
The Systemic Customer Issues team is part of GCR and is focused on identifying emerging customer risks and guiding our businesses to promote fair customer outcomes and enhance CBA’s risk culture through customer complaints.
Kindly note this vacancy is available as a 12-month secondment (internally) or as a max-term agreement (externally).
See yourself in our team
As Senior Manager Systemic Customer Issues you will report into the Head of Systemic Customer Issues.
In any given week you will:
- Role model a risk mindset by inspiring, influencing and leading the identification, examination and response to potential systemic issues, including responses to regulators such as AFCA.
- Role model inquisitive investigation of potential systemic issues, identify and explore critical questions and problem solve with stakeholders.
- Deliver quality and transparent responses to internal and external systemic issue investigations.
- Collaboratively engage and build strong relationships with stakeholders across CBA (including business, risk, legal and compliance functions) and AFCA.
- Autonomously lead regulatory responses and manage conflicting priorities.
- Deliver relevant and quality reporting to senior stakeholders on systemic issues arising from complaints.
- Constructively review and challenge in a way that inspires others to champion the interests of customers and consider the Group’s ‘Should we?’ test.
We're interested in hearing from people who have:
- Bachelor degree in related field strongly preferred.
- Risk or Compliance experience preferred.
- Legal or Regulatory experience is highly regarded.
- Excellent critical thinking, problem solving and investigation skills.
- Ability to confidently advocate for customers and apply sound judgement.
- Excellent written, verbal and interpersonal communication skills, adapted to suit the audience.
- Confident in influencing and managing stakeholders, resolving conflicts and building strong working relationship across the Group.
- Autonomously balance conflicting priorities and deliver quality responses to tight deadlines.
- Risk mindset, awareness of emerging regulatory issues and confidence in learning and engaging with new subject matter.
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: 05/12/2024
What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services.
We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
