Reports to: Retail Operations Change Chapter Lead
Full time, Sydney based, 50/50 office attendance
The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession. The Retail Operations (RO) Change Chapter, part of the Centre of Excellence (CoE), partners with business performance and processing teams, delivery Crews and stakeholders to engage, enable and embed change — while continuously evolving our capability as a team.
Do work that matters
The Complaints Transformation Crew drives consistent, high-quality complaints outcomes for our customers across the Group. We do this by identifying opportunities to improve every step of the process, leveraging all the Group's technology assets. As a Senior Change Manager for our Complaints Transformation Crew, you will lead strategic change initiatives impacting thousands of people — using your agile mindset and creativity to deliver fit-for-purpose change interventions.
Working closely with the Crew Lead, Product Owners, Change Owners, Squads and key business stakeholders to understand and manage the change. You will report to a Chapter Lead within the RO CoE. Success in this role will be measured by sustained adoption and proficiency of new ways of working (including AI-enabled solutions), improved colleague experience, and demonstrable impacts to our objectives and key results.
Key responsibilities include but are not limited to
* Lead and execute the delivery of change solutions cross-functionally, acting as a trusted advisor to delivery teams, stakeholders and senior leaders.
* Assess the Crew portfolio and allocate change resources, balancing initiative complexity against capacity, aligned to quarterly big room planning.
* Facilitate and execute change management activities grounded in human‐centred design and colleague/customer insights — designing fit‐for‐purpose change solutions and collateral (e.g. OCM Plans, presentations, training materials, communications, feedback surveys, video content, etc.).
* Lead senior stakeholder management across GM+ forums, including preparing and delivering executive‐level updates and communications, and facilitating decisioning sessions with GMs/Heads of.
* Conduct detailed change impact assessments covering business and Group‐wide impacts, people risks, regulatory obligations and mitigation approaches.
* Facilitate change workshops, deliver leader enablement (e.g. leader toolkits, leader‐led sessions and briefings) and support the facilitation of end user training or upskilling of subject matter experts as required to enable the required capability/skill transfer for the change.
* Transition change into BAU by establishing clear business ownership, formal handover routines (e.g. end‐of‐quarter retros) and metrics to monitor adoption and sustainability.
* Report on change portfolio, risk, manual processes, team capacity and escalations — contributing to change objectives and measures of success.
* Collaborate across the Change Management Chapter Area and Practice to drive knowledge sharing, learning and problem solving.
We're interested in hearing from people who have
* Expert senior stakeholder management and negotiation skills (GM+)
* Proven experience as a Senior Change Manager leading enterprise change using recognised change methodologies and tools.
* Experience delivering change in financial services and/or other regulated industries (preferred).
* Experience delivering and successfully embedding complex AI‐enabled initiatives, driving measurable behavioural change and adoption across teams.
* Proven ability to deliver multiple initiatives at pace in complex, cross‐functional environments — resilient, adaptable and comfortable context‐switching across priorities and stakeholders.
* Excellent planning and delivery discipline (risk, dependencies, milestones, benefits).
* Exceptional written and verbal communication—able to simplify complex change into clear narratives for leaders and frontline teams.
* Strong judgement and autonomy—able to diagnose issues, make decisions, and escalations appropriately.
* Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
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