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Transition Lead, Merchant Future Technology

2 months ago

Sydney, Australia Commonwealth Bank Full time

**Transition Lead, Merchant Future Technology (Senior Manager/ Executive Manager)**

Business Bank (BB) offer a wide range of services and solutions to our small to medium, enterprise customers and our regional and agribusiness customers. This role is within the Merchant Solutions domain within the Everyday Business Banking (EBB), which is a centre of excellence for innovation development and capability within the Group.

**See yourself in our team**

The Merchant Modernisation program is building the Merchant Future Technology environment. This is a large multi-year transformation program which will deliver a compelling, innovative, compliant and resilient technology proposition for our value chain and our merchant customers. The program will impact technology, processes, third parties, product and a large numbers of customers across the Merchant portfolio. This program is critical to reducing risk, future-proofing our technology environment and delivering even better customer experiences. To ensure the success of this program, we are hiring a Transition Lead to establish the end to end transition approach for the migration of customer from the current environment to the Merchant Future Technology.

As a Transition Lead (either Senior PO or Executive Transition Lead), you will be accountable for the end to end transition strategy, detailed design, planning, and operational implementation to effective manage a very large number of Merchant customers onto the new technology platform. This is a complex task, requiring experience in technology migrations and customer transitions. You will be required to providing leadership, management, coordination and direction to teams; managing stakeholder relationships and engagement across product and distribution teams to work collectively to ensure seamless customer experiences and change delivery.

**Reporting into the Crew Lead or Head of Transformation, your responsibilities will include**:
1. Migration Strategy and Planning:

- Develop a comprehensive migration strategy, including transition principals to inform approach and schedule.
- Define migration goals and objectives, as well as trade-offs where required around transition duration, customer experience, cost or risk; in collaboration with key stakeholders
- Create an end to end transition plan, with critical path planning, key milestones, resource allocation and capacity assessment based on key channel constraints, and risk mitigation plans.

2. Transition Assessment and Approach:

- Lead approach to customer grouping and sequencing for transition, working with project and business teams to create view of customer change impact given transition
- Lead engagement with business on validating roles of third parties in transition, and coordinating approach to engage third parties through customer migration
- Engagement of product and distribution teams to assess concerns, capacity and constraints as well as preferences in planning for and operating transition
- Work closely with technical teams to analyze and map existing customer data, configurations, and workflows to the new platform

3. Transition Readiness and Delivery:

- Creation of detailed sequence of events to take place from initiating transition to completion (‘Definition of Ready’ to ‘Definition of Done’)
- Lead the design and completion of Transition Dress Rehearsal to validate approach across people, technology, third party and customer teams
- Lead the ‘Transition Hub’ through active transition, coordinating and executing plan across People, Process, Third Party and technology, leading a dedicated team and representatives from across the business, as well as leading Senior Management reporting and updates

4. Leadership:

- Lead Project managers in creating detailed project plans, dependencies and milestones to ensure delivery on track
- Lead Organisation Change Management (OCM) experts in creating customer and people communication and change management interventions through transition
- Effectively communication through all stages of transition to project and business leaders, calling out materials issues, risks and escalations
- Collaborate with developers and QA teams to test migration processes and resolve any technical issues that arise during the migration
- Create a high performing team culture and develop amazing people, building out the team as required through the process of transition

5. Stakeholder engagement
- Build and maintain productive and effective relationships with stakeholders at all levels (i.e. segments, support offices, risk, legal, compliance, finance, etc.)
- Establish strong feedback mechanism from internal and external stakeholders, particularly distribution teams to drive continuous improvement in transition from strategy to delivery
- Protect the Bank’s reputation and represents the bank at internal and external forums as senior leader.

**To be successful in this role, we require**:

- Experience in Mer

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