Performance, Process and Governance Manager

**Permanent Opportunity**
- **Sydney Location**

**See yourself in the team**
Join a dynamic team driving the success of the CommBiz platform. In this role, you’ll be at the heart of digital channel management, customer experience, and strategic transformation—making a real difference for our customers and the business.

Within **Business Banking (BB)**, the **Digital Banking Domain**is responsible for managing and transforming digital platforms including CommBiz, CommBiz Mobile, NetBank, and the CommBank app. This role sits within the **Process and Performance Improvement Centre of Excellence**and is focused on supporting the Domain with Crew-agnostic initiatives and strategic work. This includes driving the enhancement of performance and supporting business processes and procedures to better support our customers

**Do work that matters**
- **Champion the CommBiz platform**by resolving customer escalations and leading or supporting Domain-level and Group-wide initiatives.
- **Drive meaningful change**by continuously improving how we serve CommBiz customers and internal stakeholders, —identifying gaps, simplifying complexity, and turning insights into action, aligning stakeholders, and driving strategic initiatives that deliver meaningful change.
- **Own and evolve**business processes, procedures, and governance frameworks that underpin CommBiz operations and transformation.
- **Act as a trusted SME**, engaging across teams to maintain and enhance end-to-end process documentation and artefacts.
- **Embed data excellence**by working within the BB Digital Data Stewardship function, which sits in the Process and Performance Improvement CoE team, to support the implementation of data management practices across the Domain.
- **Proactively manage risks, controls, and governance**initiatives related to the operations and transformation of the CommBiz platform.
- Own the business processes, procedures, and governance responsibilities that support CommBiz operations and transformation, and **lead through delivery**to enhance these frameworks.
- Monitor CommBiz platform performance, identify and address risks and breakpoints, and execute relevant risk controls.
- Resolve impediments, drive decisions, and manage escalations to ensure smooth delivery and operations.
- Support CommBiz planned and unplanned outages where there is customer impact / communication is needed
- **Plan and execute with purpose**, using the PACE framework to manage scrum activities, BRP planning, and OKR tracking.

**We are interested to hear from people who have**
- Experienced product, change, risk or compliance manager (or equivalent) with 5+ years of relevant experience in financial services, product management and/or process improvement and governance
- Strong written and verbal communication skills, with high attention to detail
- Strong stakeholder engagement and management skills - This role involves working across risk, product, digital, customer facing, technology, compliance, and other business areas. Success requires the ability to influence with and without direct authority.
- Advanced problem design and problem-solving capabilities. You should be motivated and comfortable investigating issues, identifying nuances, and recommending and implementing effective solutions.
- Strong time management and organisation skills including the ability to manage competing priorities
- Successful change agent with a strong bias to challenging the status quo and implementing required changes
- Highly analytical with strong commercial acumen. Ability to interpret data and trends to inform strategic decisions.
- Experience in process, procedure and performance improvements and data governance would be well regarded.
- **Risk mindset**-All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks. Relevant tertiary qualifications or equivalent experience required.

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Advertising End Date: 08/09/2025