Senior Manager Systemic Customer Issues

We’re excited to offer a 12-month secondment/contract opportunity to join the Group Customer Relations team as a Senior Manager – Customer Systemic Issues.

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.

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’s degree in a related field preferred; experience in Risk, Compliance, Legal, or Regulatory roles highly regarded
• Audit or consulting background is advantageous
• 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