Manager Dispute Operations

Manager Dispute Operations

The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes. Core to the functions of the COO is a focus on customer. Every process that we execute has a significant impact on customer experience. The COO includes Retail Operations, Business & Institutional Operations, Market Operations and Financial Crime Operations.

**Do work that matters**
As a Manager, you will Responsible for leading the disputes team including the Representations and Arbitrations functions.

The Manager Disputes Operations reports directly to the Senior Manager, Dispute Services. The role will have 15 - 20 direct reports.

**See yourself in our Team**
You will be expected to perform the following tasks in a manner consistent with CBA's Values and People Capabilities.
- Manage Disputes team member activities including assisting with escalations, customer enquiries and general support needs
- People and Resource Management for the team
- Maintain effective standardised operating processes and procedures
- Adherence 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
- Mange 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 empowering teams, living by CBA values and building an engaging culture
- Demonstrate an understanding of the end-to-end disputes process and relevance to customers

**We're interested in hearing from people who have**
- 5+ years of leadership experience required
- 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 organise workflow, prioritise 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 judgement - exercise critical thinking in analysing and assessing issues and taking ownership of outcome
- 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 analyse complex problems, identifying root cause and use data driven solution.
- Possess a service-based mind-set with strong customer focus
- Excellent communication and stakeholder management skills, support by collaboration mind-set
- Strong senses of Risk Control and Management
- Detail Oriented - Exercise strong attention to details; is thorough, accurate, organised, 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

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Advertising End Date: 04/12/2024

Job ID REQ223154