Performance, Process and Governance Manager

• Permanent Opportunity

• Sydney Location

See yourself in the team
Join a dynamic team driving the success of the CommBiz platform. In this role, you'll be at the heart of digital channel management, customer experience, and strategic transformation—making a real difference for our customers and the business.

Within Business Banking (BB), the Digital Banking Domain is responsible for managing and transforming digital platforms including CommBiz, CommBiz Mobile, NetBank, and the CommBank app. This role sits within the Process and Performance Improvement Centre of Excellence and is focused on supporting the Domain with Crew-agnostic initiatives and strategic work. This includes driving the enhancement of performance and supporting business processes and procedures to better support our customers

Do work that matters

• Champion the CommBiz platform by resolving customer escalations and leading or supporting Domain-level and Group-wide initiatives.

• Drive meaningful change by continuously improving how we serve CommBiz customers and internal stakeholders, —identifying gaps, simplifying complexity, and turning insights into action, aligning stakeholders, and driving strategic initiatives that deliver meaningful change.

• Be the voice of the customer, shaping digital service experiences that exceed expectations through collaboration and influence across the Group as a subject matter expert (SME) to define and deliver digital service experiences that meet and exceed customer expectations.

• Own and evolve business processes, procedures, and governance frameworks that underpin CommBiz operations and transformation.

• Act as a trusted SME, engaging across teams to maintain and enhance end-to-end process documentation and artefacts.

• Embed data excellence by working within the BB Digital Data Stewardship function, which sits in the Process and Performance Improvement CoE team, to support the implementation of data management practices across the Domain.

• Proactively manage risks, controls, and governance initiatives related to the operations and transformation of the CommBiz platform.

• Own the business processes, procedures, and governance responsibilities that support CommBiz operations and transformation, and lead through delivery to enhance these frameworks.

• Monitor CommBiz platform performance, identify and address risks and breakpoints, and execute relevant risk controls.

• Resolve impediments, drive decisions, and manage escalations to ensure smooth delivery and operations.

• Support CommBiz planned and unplanned outages where there is customer impact / communication is needed

• Plan and execute with purpose, using the PACE framework to manage scrum activities, BRP planning, and OKR tracking.

We are interested to hear from people who have

• Experienced product, change, risk or compliance manager (or equivalent) with 5+ years of relevant experience in financial services, product management and/or process improvement and governance

• Strong written and verbal communication skills, with high attention to detail

• Strong stakeholder engagement and management skills – This role involves working across risk, product, digital, customer facing, technology, compliance, and other business areas. Success requires the ability to influence with and without direct authority.

• Advanced problem design and problem-solving capabilities. You should be motivated and comfortable investigating issues, identifying nuances, and recommending and implementing effective solutions.

• Strong time management and organisation skills including the ability to manage competing priorities

• Successful change agent with a strong bias to challenging the status quo and implementing required changes

• Highly analytical with strong commercial acumen. Ability to interpret data and trends to inform strategic decisions.

• Experience in process, procedure and performance improvements and data governance would be well regarded.

• Risk mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks. Relevant tertiary qualifications or equivalent experience required.

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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