- Permanent Full Time Opportunity
- You have an absolute passion to deliver the best experiences for customers
- We are building tomorrow’s bank today
See yourself in the team
Business Banking (BB) manages relationships with Commonwealth Bank’s small-medium enterprise customers, mid-market corporate customers, and regional and agribusiness customers, providing a wide range of financial services and solutions. It also services our personal and institutional online trading customers. The Everyday Business Banking (EBB) team supports the full spectrum of customers’ needs from start-up businesses to institutional customers, including product management, analytics and customer strategy.
Connecting Business Banking and Technology to our new Pace Model, the Customer Crew is accountable for managing the end-to-end business customer experience. This includes;
- Driving the BB roadmap and action plan to achieve our advocacy ambition through actionable insights and Voice of Customer
- Designing compelling propositions through understanding and designing better Cx.
- Accountable for the design and management of customer level processes (e.g. Customer on-boarding; customer maintenance; CRS/FATCA; vulnerable customers etc)
Do work that matters
The role will work across the Customer Crew. The initial focus will be on regulatory projects and extend across the customer lifecycle activities, giving you an opportunity to work directly alongside a diverse range of domains and skillsets.
More specifically you will
- Project manage key regulatory changes across Customer/EBB e.g. EBB mule accounts working group, co-ordinate Customer crew responses to external regulator, Group wide customer data initiatives
- Lead discovery and implementation of EBB/BB approach for relevant compliance and regulatory changes
- Lead design and documentation of controls implemented in customer processes. Assist in managing controls and provide oversight on controls owned by other crews/BUs.
- Support regulatory/remediation/other initiatives within crew (e.g. deregistered back-book)
- Project manage regulatory changes across BB teams (including Product crews and Frontline)
- Work collaboratively with Group wide programs and a variety of stakeholders to deliver outcomes, ensuring BB requirements are effectively incorporated into solutions, and constructively challenge to ensure that solutions are customer centric, compliant and sustainable (e.g. open banking, customer offboarding)
- Actively participate in process design and problem solving workshops with stakeholders across product, digital, risk and Frontline teams
- Maintain up-to-date understanding of relevant legislation (e.g. AML, FATCA, CRS, Privacy, vulnerable customers) to ensure Customer processes and systems are compliant, and that we are proactively planning for upcoming changes
- Proactively identify upcoming work and impacts for BB and Customer
- Collaborate with Group wide business partners to build strong working relationships
- Constructively share ideas and opportunities for continuous improvement
- Actively participate in the team’s agile ways of working including involvement in scrums, retrospectives and continuous improvement
We want to hear from you if you have
- Very experienced in driving change, coupled with very strong business acumen, stakeholder management and influencing skills
- Experience in driving regulatory change will be an added advantage
- A commercial mindset, able to balance compliance and business goals
- Excellent delivery and change management experience
- Strong communications skills across senior stakeholders
- Great cultural fit – has lead or been part creating a strong team culture in previous teams
- Strong problem solving / design workshop facilitation skills
- Sound analytical skills (review data, identify trends, determine corrective action)
- Thrive in unstructured environments with high levels of ambiguity. Work efficiently under time pressure and delivery results & outcomes
- Risk mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
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: 03/10/2024