Chapter Lead Estates and Authorities Product

3 months ago

Sydney, Australia Commonwealth Bank Full time

**You’re an accomplished Senior Product Manager, driven to deliver exceptional outcomes**:

- **We’re committed to delivering outstanding customer experiences**:

- **Together we can achieve big goals and empower our customers
**See yourself in the team**

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 E2E Customer Journeys Crew is responsible for the design and delivery of exceptional customer journeys for critical processes such as Disputes, Deceased Estates and Retail Authorities. These journeys are an opportunity to show true care to our customers as they engage with us at moments that matter, when they are in particularly vulnerable circumstances.

Seamless Estates and Secure Authorities squad is accountable for maintaining and transforming the customer and staff user experience for Deceased Estates, and Retail Authorities (such as 3rd party authorities, Power of Attorney, Financial Management Order). We play a role in providing a seamless experience to customers in moments that matter such as managing a deceased family member’s financial affairs, or managing a family member’s banking accounts when they are not able to do it themselves. We have an ambitious transformation agenda, simplifying and digitising these customer journeys, and you can be a part of that.

**Do work that matters**

Reporting to the Chapter Area Lead Product & Solution Management, this Chapter Lead will be not only play a key role in the Seamless Estates and Secure Authorities squad, but also will be responsible for supporting & developing a team of product managers. As a member of the squad, you will support the Product Owner in developing & executing major initiatives to deliver against our business priorities, as well as managing BAU activities and risks. You will play a critical role in helping the squad deliver exceptional customer and channel experiences, whilst also being responsible for ensuring changes are safely executed and risk outcomes are met. You will play an impactful role in transformation, uplifting and building new systems, to ensure we meet the needs of all stakeholders.

More specifically, you will:

- Motivate and coach a team of product managers to effectively deliver on tactical and strategic plans
- Play a leading role across the broader team, fostering collaborative culture and ensuring all CBA values are demonstrated at all times
- Develop, implement and embed change and transformation strategies.
- Understand and represent the voice of the customer, be across and pre-empt impact of macro, micro and product landscapes
- Proactively identify, understand and manage risks across the business ensuring they are captured
- Understand and manage the business and financial impacts of initiatives to get to optimal outcomes

**We want to hear from you if you have**:

- Proven capability in leading and developing a team
- Strong analytical mindset with proven problem-solving skills and attention to detail
- Strong commercial acumen, balanced by a desire to achieve optimal customer outcomes
- Proven capability in analysing and uplifting key customer journeys and processes
- Strong customer focus
- Excellent risk management capability
- Excellent written and verbal communication skills
- Proven ability to build and leverage strong stakeholder relationships
- Experience within banking or financial services is preferred, but not essential
- Risk Mindset - all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
- Relevant tertiary qualification in Business, Finance, Risk Management or similar

**Your Development**

At CommBank, we are committed to building a diverse and inclusive workforce reflecting the customers, businesses, and communities we serve. As a value’s driven organisation, we nurture and support our people; through focusing on skill and talent development, collaboration, flexibility, and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses, and communities. At CommBank, you can be you.

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Advertising End Date: 29/09/2024

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