Do work that matters.
CommBank's Financial Crime Operations (FCO) Strategy and Performance (S&P) team is looking for a Senior Manager to join our FCO Strategic Initiatives and Governance portfolio, responsible for the effective and efficient governance and design delivery of strategic initiatives across Financial Crime Operations. The scope of work includes Onboarding and KYC, Enhanced Customer Due Diligence (ECDD), Ongoing Due Diligence including Transaction Monitoring (TM), Customer and Payment Screening and periodic KYC Refresh.
Position
Senior Manager / Senior Product Manager (ECDD)
Your role
As the Senior Product Manager (ECDD), you will be part of the FCS Knowledge team, reporting to the Knowledge Lead, and part of the wider Strategic Governance and Initiatives Team.
You will;
* Deeply understand customer needs and business requirements and processes, converting insights into clear, prioritised product requirements.
* Translate the product vision into actionable and user‐friendly assets that deliver value to customers.
* Act as the content owner for customer‐facing collateral, ensuring accuracy, relevance, and alignment with business requirements and Knowledge Reimagined product strategy.
* Validate AI‐generated outputs to ensure they meet quality standards and effectively support customer experience and operational efficiency.
Your Responsibilities
* Responsible for translating the vision into usable assets for the users.
* Understand customer needs and turn them into clear product requirements.
* Content owner for customer's collateral and validate AI output.
* Monitor the product marketplace, trends and direct competitors, making recommendations for product enhancements and/or new offerings.
* Identify, develop and refine customer propositions, through analysing customer breakpoints, Voice of Customer feedback and opportunities for improvement.
* Leverage customer‐centred design thinking and customer impact analysis into product process development and uplift.
* Assess and leverage key product performance insights including financial, business and customer experience, to influence key decisions and prioritise change.
* Manage complex product enquiries and complaints, creating internal communications and training where required.
* Stay abreast of the regulatory environment the product operates within, and execute regulatory changes where required.
* Manage product change initiatives to continuously improve the product offering and processes, enhancing customer outcomes and value.
* Build and maintain relationships with stakeholders across FCO, FCD and Line 1.
Your Experience
* Proven experience in knowledge management, product delivery, or content creation and management within a large, complex operational environment.
* Strong background in content strategy, communications, and customer‐centre design, with a focus on customer‐facing collateral.
* Demonstrated ability to embed customer insights into product and knowledge development to drive relevance, usability, and impact and enable operational efficiencies and quality uplift.
* Experience leading technology and AI‐enabled change to transform knowledge creation, management, and delivery at scale.
* Skilled in applying UX principles, human‐centred design, and learning enablement to uplift customer experience and capability.
* Strong leadership, stakeholder engagement, collaboration, attention to detail and analytical skills, with a commitment to quality, continuous improvement, and strategic execution.
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