Chapter Lead Complaints Regulatory Engagement

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

**Chapter Lead Complaints Regulatory Engagement**

**Do Work That Matters**

Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We are here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex. GCR is responsible for addressing the concerns of customers that lodge a complaint with any external dispute resolution body and specifically maintains the Group’s relationship with the Australian Financial Complaints Authority (AFCA).

GCR plays a key role in improving the financial wellbeing of our customers and communities by resolving pain points efficiently, fairly, ethically and with empathy across all customer segments, including our vulnerable customers. The team brings to light the voice of our most dissatisfied customers and develops compelling recommendations and solutions via process, product and policy to improve the customer experience.

**See yourself in the team**

In the role of Chapter Lead, Complaints Regulatory Engagement, you will be responsible for leading;
- ASIC information requests and responses
- AFCA Consultation Papers
- AFCA senior stakeholder liaison, including bilateral meetings, data portal and operational changes
- GCR’s Quality Assurance Outcomes Framework
- AFCA raised Issues, Incidents and Systemics
- AFCA Benchmarking

**Your day could look like, but not be limited to;**
- Lead and manage Regulatory information requests and responses with respect to complaint handling, ensuring relevant stakeholders are engaged, content is factually accurate, required approvals are obtained and EGM’s briefed within required timeframes
- Review, assess strategic implications and co-ordinate CBA submissions for AFCA Consultation Papers e.g. Responsible Lending, Scams etc.
- AFCA senior stakeholder liaison, including scheduling/pre-work for bilateral meetings and implementing operational changes to drive strategic efficiencies for complaint handling
- Operationalise, embed and optimize GCR’s Quality Assurance Outcomes Framework (QAOF)
- Prepare, analyse and present insights of CBA’s AFCA Benchmarking performance, including identification of continuous improvement opportunities.
- Contribute to productivity initiatives to deliver operational efficiencies, cost savings and improved customer outcomes.
- Management of Issues, Incidents and Systemic Issues, where Regulators have been engaged.
- Protect the Group from systemic/emerging issues by leveraging proprietary insights, effective processes and developing exceptional people.
- Coach, grow and develop people through regular performance and development planning conversations.
- Develop and maintain high level professional working relationships with business stakeholders and peers

**We’re interested in hearing from people who have;**
- Experience in Regulatory engagement within an operational environment
- Experience in advocating operational excellence and regulatory obligations within a business
- Ability to meet objectives and targets while working to strict deadlines and competing priorities
- Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
- Excellent leadership skills, problem solving and analytical ability with proven experience
- Experience delivering outstanding service to external and internal customers, effectively engaging at all levels of management
- Resiliency - ability to bounce back from challenging interactions and manage through complexity and uncertainty

This is an exciting time to join the GCR team. You will enter the role in a period of change and renewal, and will be able to make a real difference to the lives of our customers, communities and the thinking of the Group.

**Working at CommBank**

At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 15/12/2023

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