Head of Forensics

3 weeks ago

Sydney, Australia Commonwealth Bank Full time

Permanent Full time opportunity
- You will have a passion for advocating for customers, engaging with internal and external stakeholders and ensuring fair assessment and compensation outcomes for our customers.
- We are a team that builds a brighter future for all by championing fairness and care.

**_See yourself in our team _**

The Forensics team consists of Forensic Accounting, Advice Assessment and Credit Investigations. Collectively the team determines fair assessment and compensation outcomes for our customers who have complained and require specialist support.

**_Do work that matters _**

Reporting to the Head of Specialised Customer Services CCA, you will lead a team of specialists and enhance the way the Group assesses and compensates its customers. You will role model constructive and collaborative problem solving, communicating compelling narratives on customer issues to internal and external stakeholders, and constructively challenging to inspire others to champion the interests of customers.

**_Key Responsibilities _**
- Lead the Forensics team as an owner, providing clarity, support, alignment, operational excellence and developing an outstanding culture within your team
- Obsess over customers by assessing liability and calculating compensation fairly, accurately and aligned with methodology
- Be curious and humble, role modelling collaborative engagement and building strong relationships with stakeholders across the Group and with key regulators (Australian Financial Complaints Authority)
- Create a high performing Forensics team by leading from the front, focusing on development and designing and implementing your team’s business plan
- Own and enhance the Forensics models, tools and methodologies
- Deliver forensics insights and quality reporting to internal stakeholders, including surfacing opportunities to prevent poor customer outcomes
- Deliver quality and transparent advisory to internal dispute resolution teams, customer remediation projects and external dispute resolution schemes as required

**_We’re interested in hearing from people who have _**
- Significant forensic accounting and/or liability assessment experience. Banking experience highly regarded
- Experience in complaint management and resolution highly regarded
- Leading and embedding a culture of continuous improvement
- Excellent critical thinking, problem solving and investigation skills
- Confident in influencing and managing stakeholders, resolving conflicts and building strong working relationship across the Group
- Balancing conflicting priorities and delivering quality outcomes to tight deadlines.
- Demonstrable Commercial acumen
- **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: 31/03/2023

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