Risk and Controls Manager

**See yourself in our Team**:
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world's best systems and processes.

The RBS Control and Customer Outcomes Team (CCO) is focussed on supporting RBS to have best practice management of risks, controls and conduct to ensure customers get the right outcomes. We aim to make things simple and easy so that our customers receive the best experience and want to do more business with us. We are also involved in rolling out Product Governance change initiatives across RBS to ensure our Business Partners can look to implement such change in a pragmatic manner which looks to balance customer outcomes and business outcomes.

The Product Governance and Regulatory Change team sits within CCO. The team challenges and enhances the way we govern, design, and distribute products and services.

The objectives of the team are to:

- Implement, manage, and embed end to product governance framework that extends from product design, in-life product monitoring to termination/migration to ensure that only suitable products are manufactured and distributed to RBS customers.
- To review all products manufactured and/or distributed by RBS channels and or third parties to RBS customers to ensure they comply with the articulated minimum product governance standards set by the Group.
- To manage conduct risk awareness and customer outcomes uplift activity across RBS.
- To complete end to end management of product concept reviews (relating to new product and major changes to existing products).

**Do work that matters**:
**This role is a 12 month opportunity.**

This role's key purpose is to complete deep dive reviews into products and services focused on conduct risks and customer outcomes. The role supports and constructively challenges RBS to focus on conduct risk events and how the design and distribution of products impacts on customer outcomes and our ability to meet community expectations.

You will work close with colleagues across product and distribution, Compliance and Customer and Community Advocacy.

**Your responsibilities will include**:

- The timely completion of product reviews as aligned to the requirements of relevant internal policy and external obligations, identifying issues and concerns specific to the product under review.
- Product reviews will require using a range of inputs into investigations, including data extracts, customer complaints, customer collateral, industry observations and workshops with key stakeholders to examine products, processes, systems, risks and controls.
- Working closely with Product teams for the review of new products prior to launch and major changes to existing products to ensure compliance with internal policy and product governance. In addition identifying poor customer outcomes, and providing recommendations prior to launch of new products or go-live of major changes. Preparation of qualified recommendations to senior leaders, clearly and concisely communicating these to drive the conduct agenda to improve our products for our customers.
- Build and foster strong stakeholder relationships across the product and distribution teams to ensure efficient delivery of strategic initiatives and resolution of issues identified during product reviews.
- Continuous improvement opportunities, ranging from working closely with wider Group teams for recommendations and implementation of relevant policies, education of processes to wider teams, and tailored development opportunities.
- Provide administrative support in managing stakeholder materials, managing action plans and timelines.

**We're interested in hearing from people who have**:

- Strong reasoning ability and negotiation / influencing skills, across a range of stakeholder groups.
- Ability to think critically, analytically, and strategically.
- Advanced written and verbal communication skills with a proven experience in report writing and presentations.
- Relevant tertiary degree or diploma in Law, Commerce or Business (preferred).
- Significant experience working with retail financial services products, either in product management, audit, or compliance.

**If you are an experienced professional with a desire to take on complex work/projects, then we would love to hear from you**

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.

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