Customer Engagement Manager Job Description
Retail Banking Services (RBS) Finance acts as a strategic partner to the RBS business and other business units to help them achieve their goals and fulfill their responsibilities.
We provide financial information and business advice to support our business units in building sustainable shareholder value.
Our team operates as a business partner integrated with the management of the product and distribution businesses, promoting objectivity and independence of analysis and advice.
Major work functions include planning, reporting, and decision support to line management, promoting operational and financial efficiency, productivity delivery, and customer service quality.
The RBS Performance Management team is responsible for providing financial support and advice to the RBS business, aiming to be a trusted business partner through valuable advice that drives business performance.
Customer Engagement & Digital (CED) is a Line of Business within Retail Banking Services (RBS) that focuses on building and delivering digital assets, managing customer communications, improving the customer experience across all digital channels, and managing CBA's customer recognition and loyalty program (CommBank Yello).
This role reports directly to the Senior Manager CED Finance Business Partner. The responsibilities include:
* Delivering regular business insights on the CED distribution channel, including critical insights on customer and CommBank Yello.
* Conducting financial modeling and analysis required to guide optimal business decisions, including FTE reporting, expenses, and new products.
* Preparing, reviewing, and analyzing monthly reporting packs.
* Preparing and reviewing monthly reconciliations.
* Facilitating the planning, cascading, and maintenance of FTE and expense targets.
* Building and maintaining productive relationships with finance and non-finance stakeholders, including RBS Finance teams and CED business partners.
* Performing ad-hoc reviews and deep dives into business and financial performance as required.
* Preparing and presenting outputs and conclusions as required.
To succeed in this role, you will require:
* A strong understanding of banking knowledge, preferably with graduate qualifications in a numerate discipline such as finance, business, or economics.
* Commercial, financial, and/or management accounting skills.
* Ability to manage and present to senior stakeholders, including Executive General Manager level.
* Proven track record of understanding industry trends and translating them into business outcomes.
* Excellent written and verbal communication skills.
We are committed to supporting your career growth and development. If you're already part of the Commonwealth Bank Group, please apply through Sidekick. We look forward to hearing from you!