Product Manager, Disputes

**You’re a passionate senior product professional, driven to deliver exceptional outcomes**:

- **We’ve transformed our ways of working to take our customer obsession to the next level**:

- **Together we can achieve big goals, having a lot of fun along the way**

**See yourself in the 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 E2E Service Journeys crew is responsible for the Disputes Journey, the Deceased Estates and Authorities Journeys. We are dedicated to providing the best service in the moments that matter. The Disputes value stream works together with many other teams including Fraud, Operations, frontline, Digital and Data & analytics to ensure a world class experience for customer who have experienced unauthorised (fraud) transactions or authorised transactions with a negative outcome (e.g. goods/services were not received or not as described). The disputes value stream has also been the first area in the bank to build and implement a GenAI solution to support customers in lodging a dispute.

**Do work that matters**

Reporting to the Chapter Lead, E2E Service Journeys you will play a key role in the Disputes squad. As a member of one of the Disputes squads, you will support the Product Owner in developing & executing major initiatives to meet our business priorities. You will play a critical role in helping the E2E Service Journeys Crew deliver exceptional customer and channel experiences, whilst also being responsible for ensuring changes are safely executed and risk outcomes are met. You will play a fundamental role in the day-to-day management of CommBank’s Disputes processes to ensure we meet the needs of all stakeholders.

More specifically, you will:

- Proactively identify, understand and manage risks across the business ensuring they are captured
- Monitor and effectively manage incidents, issues and remediation
- Review and design changes to ensure compliance with regulatory changes
- Develop, implement and embed strategies for Disputes
- Understand and listen to the voice of the customer and staff, be across and predict industry trends to identify improvements
- Play a leading role across the broader Everyday Banking team, fostering collaborative culture and ensuring all CommBank’s values are demonstrated at all times

**We want to hear from you if you have**:

- Experience managing banking products
- Analytical mindset with proven problem-solving skills and attention to detail
- Experience working with customer journeys and process improvement
- Curious mindset
- Proven track record of strong performance delivery
- Excellent communication and influencing skills
- Proven ability to build and leverage strong stakeholder relationships
- Experience working in an agile environment (advantageous)
- Experience working with disputes (advantageous)
- Relevant tertiary qualification in Business, Finance, Risk Management or similar
- **Risk Mindset**- All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

**Working with us**

Whether you’re passionate about customer service, data-driven, or creatively inclined, CommBank offers a career for you. Our people bring diverse backgrounds and perspectives to create an inclusive, flexible workplace. Here, we value ideas, initiatives, and energy, empowering you to make a positive impact for customers, communities, and colleagues. You’ll thrive in our supportive environment, facing challenges with confidence and embracing new opportunities. We’re hiring the best digital experts across Australia. We love working here, and we think you will too.

We offer flexible work options, with at least half your time each month spent connecting in the office. Other arrangements like flexible start/finish times, part-time roles, and job sharing are also available. Talk to us about how we can make these work for you.

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Advertising End Date: 31/01/2025