Product Manager, Home Buying

2 months ago

Sydney, Australia Commonwealth Bank Full time

Permanent Full-time opportunity
- You have an absolute passion to deliver the best experiences for customers, lenders and operations
- We are a team focused on simplification and improving customer experience for customers in their home loan in-life journeys
- Together, we can help more Australians to realise their home ownership and investment dreams

**_See yourself in our 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 Home Buying team is building a brighter future for all by unlocking the dream of Home Ownership for all Australians. This is achieved through the end-to-end management of the Banks Home Loan business including distribution through proprietary and third-party channels, acquisition, retention, customer experience, risk, change and continuous improvement.

The Home Buying Manage & Own Crew is responsible for the in-life experience of our Home Loan customers ensuring customers maximise value from their loan and can seamlessly make changes when they need to. We support customers across all channels, Digital, Proprietary and Third-Party Broker as well as our partners in the Group Operations Customer Retention team. You will be joining the Seamless Discharges Squad within Home Buying Manage & Own Crew where you will play a pivotal role in delivering to our Squad and Crew strategies.

We are a passionate and dynamic team who want to re-imagine ‘what’s possible’ and make all of our decisions with a customer-obsessed lens We welcome diverse viewpoints, innovative thinking, and an eagerness to get things done.

**_Do work that matters _**

You will be working within the Seamless Discharges Squad for your day-to-day delivery and the Chapter Lead Product Solution Management
- to support with your performance and career development. As a Product Manager, you will deliver clear business requirements for development, contribute to development of great customer experiences and ensure our experiences are safe and compliant.

You will move forward with less-than-perfect information, confidently address stakeholder questions and concerns, and possess the ability to accurately evaluate ambiguous situations to reach informed decisions. You will have the ability to resolve complex issues by first having a clear understanding of the problem, and then using effective strategies and techniques to generate appropriate solutions.

**_Key Responsibilities _**
- Understand highly complex initiatives and document high quality requirements while working closely with the squad to deliver change.
- Deliver on multiple pieces of work to ensure our features are market competitive and delivers value to customers.
- Proactively manage change to continuously improve our product offering and processes to optimise the overall customer experience, market share, cost reduction and risk profile.
- Review customer break points in the product life cycle to identify and deliver customer experience improvement opportunities in the portfolio.
- Develop a deep understanding of the portfolio to deliver the right outcomes for our customers.
- Review, coordinate and implement product portfolio initiatives to drive optimal P&L performance and customer satisfaction.
- Manage various other product BAU activities such as review product policy and procedures and deliver regular product reporting and insights.
- Point of escalation for product related incidents and customer complaints.
- Partner with Risk and Compliance to proactively identify and manage operational and other risks in the portfolio.

**_We’re interested in hearing from people who have: _**
- Previous product management and business analysis experience, within financial services.
- A proven track record of delivery of high impact initiatives that drive customer value, preferably on technical initiatives.
- Strong analytical and problem-solving skills.
- Strong written and verbal communication and influencing skills and proven stakeholder engagement skills.
- Excellent attention to detail.
- Strong planning and time management skills with the ability to deal with competing priorities.
- Experience in documenting business requirements would be advantageous coupled with product management experience (desirable).
- **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: 08/10/2024

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