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Head of Group Remediation

3 months ago

Sydney, New South Wales, Australia Commonwealth Bank Full time
Permanent Full time opportunity

  • You will have a passion for advocating for customers and engaging with stakeholders to support customer centric remediation.
  • We are a team that builds a brighter future for all by championing fairness and care.

_See yourself in our team _


The Group Remediation team is focused on setting policy and supporting customer remediation projects across the Group to be fair, transparent, efficient and consistent.


_Do work that matters _


Reporting to the Head of CCA Specialised Customer Services, you will support the Group to resolve customer impact by setting policy, guiding and supporting remediation teams in fast paced and complex environment.

You will be a critical thinker and role model balanced decision making, constructive challenge and collaborative problem solving.

_Key Responsibilities _

  • Lead the Group Remediation team as an owner, providing clarity, support, alignment and developing an outstanding culture within your team
  • Obsess over customers by driving better customer outcomes in remediation projects through appropriate policy setting, guidance and support
  • Enhance the Group Remediation service offering, processes, tools and other materials
  • Constructively review and challenge in a way that inspires others to champion the interests of customers and consider the Group's 'Should we?' test
  • Present and educate on the Group Customer Remediation Projects Policy and Procedure
  • Deliver remediation insights and quality reporting to the CBA Board and Executive Leadership Team, including surfacing opportunities to prevent poor customer outcomes
  • Identify and solve common issues experienced by Customer Remediation Projects
  • Promote alignment in approaches across Customer Remediation Projects
  • Develop approaches to increase the efficiency of Customer Remediation Projects without compromising customer outcomes
  • Provide governance, project management and planning guidance as required

_We're interested in hearing from people who have _

  • Significant remediation experience (policy setting and/or execution).
  • Consulting and banking experience highly regarded.
  • Confident in influencing and managing stakeholders, resolving conflicts and building strong working relationship across the Group.
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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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Advertising End Date: 29/03/2023