Product Manager, Customer Remediation
Commonwealth Bank of Australia Sydney, Australia
1. We've transformed our ways of working to take our customer obsession to the next level
2. Together we're delivering outstanding customer experiences, and having a lot of fun along the way
* You're a passionate product professional, driven to deliver exceptional customer outcomes
* We've transformed our ways of working to take our customer obsession to the next level
* Together we're delivering outstanding customer experiences, and having a lot of fun along the way
Do work that matters
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.
The Customer Remediation Team is a remediation centre of excellence within RBS. The team is responsible for the management and execution of prioritised remediation activity spanning across varying products, channels and services. Remediation activity can range from simple customer payments to large complex projects covering multiple product lines and business units.
See yourself in the team
In this role, you will manage the end-to-end process of customer remediation incidents. You will play a major role in allowing the bank to refund customers for fees and errors, at quality and in a timely manner.
Key responsibilities will include
* Owning and managing remediation incidents and projects end to end, while also managing project timelines and ensuring delivery in line with milestones.
* Defining and documenting key business requirements by analysing the problem, facilitating stakeholder workshops and researching and resolving issues.
* Working closely with data analysts to explore and understand key data points used towards the quantification of the remediation projects scope.
* Building strong relationships with subject matter experts, including partners from Risk and Product Teams to assess problems and propose potential solutions.
* Managing / governing key project documentation such as Business Requirements Documents, Communication Strategies, and Legal and Compliance approvals.
* Liaising with test analysts, change managers and operations teams to ensure successful execution.
* Contribute to continuous improvement and a positive team culture.
* Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
We want to hear from you if you have
* Excellent written and verbal communication skills
* Strong stakeholder management skills
* Project planning in an Agile environment
* Demonstrated analysis experience (experience in retail banking products advantageous)
* Strong values and passion for doing what's right for our customers to deliver on our purpose
* Strong analytical and problem-solving ability with keen attention to detail
* Experience understanding and analysing complex issues
* Proven ability to lead initiatives
* Experience within Banking & Financial Services industry - highly regarded
* Tertiary qualification in a Business / Commerce Degree Preferred
* Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.
Your development
If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role, our code of conduct guides our decision making so we can do what's right in every situation.
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: 01/09/2025
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