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Chapter Lead

2 months ago

Sydney, Australia Commonwealth Bank Full time

Permanent full time opportunity
- We are passionate, dynamic and customer obsessed We welcome diverse viewpoints and seek these out in delivering customer value.
- Together we can help more Australians to realise their home ownership and investment dreams.

**_See yourself in our team _**

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 and Customer Retention team.

This role will sit in Retention Squad within the Manage & Own Crew. It will be focused on driving initiatives that will reduce customer attrition including proactively engaging and retaining existing customers by broadening and deepening relationships.

**_Do work that matters _**

As a Chapter Lead, you will play a key role in iterating and enhancing in-life experiences to create better outcomes and value for customer and stakeholders. You will be a key contributor to deliver clear business requirements for development, obsess over our customers to enable us to simplify our processes and resolve customer breakpoints to help with our NPS +30 objective.

You will thrive in ambiguity, move forward with less-than-perfect information, be able to quickly pivot to changing work demands, and possess the ability to accurately evaluate complex situations to reach informed decisions. You will influence others by communicating value with credibility and respect, holding yourself accountable for delivery.

**_Key Responsibilities _**
- Leading and developing a team of Product Managers by creating a psychologically safe, inclusive, accountable and high performance culture, which promotes cross-skilling, sharing best practise and a curious mindset to remove key-man risk within the Product Chapter for the crew.
- Provide expert advice and recommendations to Crew Lead & Product Owner on complex business issues, leveraging your experience and industry knowledge to guide decision-making
- Participate in the quarterly business planning cycles, working with the Product Owner to support the prioritisation of the backlog and set delivery expectations; this includes regularly reviewing the extended backlog and completing supporting analysis for these items
- Identifying risk, dependencies and issues for the squad in line with excellent management of operational risk and compliance outcomes, uplifting and implementing controls (and supporting processes) where required
- Measure, track and interpret performance including portfolio analytics and voice of customer insights across all channels to maximise retention opportunities.
- Work with impacted teams to ensure effective embedding of changes within your problem space; this includes communicating and rolling out the changes through Comms, Training and Collateral Uplift in a timely manner.
- Staying abreast of external market trends (from regulatory, economics to innovation) and assigned RIS Issues/Incidents (actions to close and upcoming due dates), ensuring that these are flagged for solution scoping within the relevant squads

**_We’re interested in hearing from people who have _**
- Previous product management experience within financial services, specifically in Home Loans and the end - end processes
- Previous risk management experience - managing issues, incidents and customer remediations
- A proven track record of coaching and developing people
- The ability to take a customer centric approach to solving complex and ambiguous problems
- The ability to make quick decisions and remove blockers for the squads
- Strong communication and influencing skills, with the ability to build and maintain stakeholder relationships
- The ability to proactively identify and drive delivery tasks associated with an in-flight change
- Strong planning and time management skills with the ability to deal with competing priorities and upcoming due dates
- Demonstrated experience working in an Agile environment is preferred
- **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: 24/11/2023

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