Product Manager: Customer Present Merchants Smart Integrated & Complex Customers

Business Bank (BB) offer a wide range of services and solutions to our small to medium, enterprise customers and our regional and agribusiness customers. We also take care of our personal and institutional online trading customers. Everyday Business Banking is a centre of excellence for innovation development and capability within the Group. We develop transformative technology and products of innovation.

Your core purpose:

To develop compelling and sustainable customer propositions for complex merchants using our customer-present products.  You will manage the product lifecycle through a deep understanding of the high-profile customer outcomes and needs and connecting them to our business merchants’ objectives. The Customer Present Product Team is accountable for the development and optimisation of in-person acquiring solutions to deliver payment products and services to our customers where the cardholder is present. We prioritise our customers above all else, relentlessly improving their experience and solving their unmet needs. We are looking for an experienced product manager, you will obsess over customers and strive to deliver better outcomes. You will have a growth mindset and a willingness to learn and take on new challenges. Ideally you will have merchants or payments experience. The Product Manager is responsible for risk management and an SME on changes rolled out by business partners.

Role and Responsibilities:

The Smart Integrated and Complex Customers Product Manager will have strong stakeholder and communication skills, working with multiple stakeholders across the Business Banking team, as well as our key partners in IB&M, Major Client Group and Corporate Banking. In this role, you will be responsible for sourcing information to enable monitoring of the performance of our large complex customer present merchants and assessing that performance against key regulatory and performance objectives.

You will support strategic product rollouts for high-profile merchants as well as drive key initiatives to buy-down risk.  As an SME for complex and bespoke customer present merchants, you will:

• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people
• Support design and rollout of complex and Smart Integrated merchant initiatives to new merchants
• Work closely with the frontline teams to support any complex or Smart Integrated product queries.
• Monitor business results of recently introduced or enhanced products and recommend modifications in product features, pricing, and marketing approaches to improve results.
• Proactively managing risks associated to the complex and bespoke customer present merchants.
• Manage change to continuously improve the product offering and processes to facilitate the overall customer experience.
• Managing our key suppliers for the Smart Integrated product, including Verifone and Linkly, including assisting with ongoing supplier management, compliance, and risk management.
• Use your in-depth product knowledge to assist the sales team with the preparation of competitive bids and tenders coordinating stakeholders to ensure the business is successful in securing opportunities.
• Actively engage your network, attend industry events, and keep abreast of industry and competitor announcements to stay up to date with current trends.

To be successful in this role, we require:

• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.
• 5-7 years previous product or project manager experience
• Excellent communication skills with experience managing multiple stakeholders including government ministers, boards and c suite management.
• Appropriate university qualification; degree or masters
• Strong commercial acumen with experience in product strategy, planning and execution.
• Strong technical knowledge to be able to support best practice solution design.
• Comfortable with navigating ambiguity and ability to work flexibly through change.
• Experience working in an agile environment and enjoy collaborating with others.
• An individual keen to build genuine lasting relationships with stakeholders, suppliers, and customers.

Advertising End Date: 03/10/2024