Operational Disputes Manager

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

The Commonwealth Bank of Australia is a leading financial institution in Australia, offering a range of banking and financial services to individuals and businesses.

Job Summary

This role is responsible for leading the disputes team, including the representations and arbitrations functions. The successful candidate will be expected to manage a team of 15-20 direct reports and perform various tasks consistent with CBA's values and people capabilities.

Main Responsibilities
  • Manage disputes team member activities, including assisting with escalations, customer enquiries, and general support needs.
  • People and Resource Management for the team.
  • Maintain effective standardized operating processes and procedures.
  • Adhere to policies and procedures and meet or exceed established Service Level Agreement.
  • Improving and maintaining a robust control environment.
  • Take responsibility for the quality of work submitted and ensure high standards are maintained.
  • Manage the performance management cycle, objective settings, development, and career planning, performance appraisal, and rewards and recognition.
  • Ownership of internal communication and operational reporting.
  • Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
  • Lead and empower teams, living by CBA values and building an engaging culture.
About You

We're looking for an experienced manager who can lead our disputes team effectively. To be successful in this role, you will need:

  • Higher tertiary education in Business (Desirable).
  • Previous disputes investigation experience or a sound background in operations processing.
  • In-depth knowledge of retail banking, ideally with experience of VISA and MASTERCARD policies and regulatory requirements.
  • Ability to organize workflow, prioritize tasks, and deliver high-quality outcomes.
  • Strong track record of continuous improvement, including experience of driving initiatives that lead to improved business and customer outcomes.
  • Familiar with the regulatory requirements relating to payments and remittance processing.
  • Proven record of developing employees and supporting their development.
  • Ability to articulate thoughts and express ideas effectively using oral, written, visual communication skills and excellent stakeholder management skills.
  • Sound judgment - exercise critical thinking in analyzing and assessing issues and taking ownership of outcomes.
  • Extensive operations management experience, including a minimum 5 years of people management and experience implementing system changes in operational teams.
  • Exceptional Operational, management, and analytical skills.
  • Ability to analyze complex problems, identifying root cause and use data-driven solutions.
  • Possess a service-based mindset with strong customer focus.
  • Excellent communication and stakeholder management skills, supported by a collaboration mindset.
  • Strong senses of Risk Control and Management.
  • Detail-oriented – Exercise strong attention to details; is thorough, accurate, organized, and productive and seeks to understand both cause and effect of a situation.
  • Team player with the ability to work toward measures that deliver customer experience and service quality outcomes.
  • Demonstrating the ability to grasp concepts in a fast-changing environment.
  • Resilience and ability to work effectively in a changing environment.
Salary and Benefits

This role offers a competitive salary package of AU$140,000 - AU$170,000 per annum, plus benefits such as health insurance, superannuation, and paid leave.

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