Systemic Customer Issues Manager

3 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
About the Role

As a Senior Manager Systemic Customer Issues, you will play a key role in identifying emerging customer risks and guiding our businesses to promote fair customer outcomes and enhance CBA's risk culture through customer complaints.

Key Responsibilities
  • Role model a risk mindset by inspiring, influencing, and leading the identification, examination, and response to potential systemic issues, including responses to regulators such as AFCA.
  • Deliver quality and transparent responses to internal and external systemic issue investigations.
  • Collaboratively engage and build strong relationships with stakeholders across CBA (including business, risk, legal, and compliance functions) and AFCA.
  • Autonomously lead regulatory responses and manage conflicting priorities.
  • Deliver relevant and quality reporting to senior stakeholders on systemic issues arising from complaints.
About You

We're interested in hearing from individuals who have:

  • A bachelor degree in a related field is strongly preferred.
  • Risk or Compliance experience is preferred.
  • Legal or Regulatory experience is highly regarded.
  • Excellent critical thinking, problem-solving, and investigation skills.
  • Ability to confidently advocate for customers and apply sound judgement.
  • Excellent written, verbal, and interpersonal communication skills, adapted to suit the audience.
  • Confident in influencing and managing stakeholders, resolving conflicts, and building strong working relationships across the Group.
  • Autonomously balance conflicting priorities and deliver quality responses to tight deadlines.

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