Customer Migration Manager

• Location: Melbourne CBD and Sydney CBD

• Work Type: Full-time | Flexible Working Arrangements Available

• 12 Months Max Term Agreement Opportunity

See Yourself in our Team 

The MeMo Strategic Merchants team plays a critical role in ensuring the payments and financial wellbeing of business customers and communities. We work closely with our customers as well as internal key stakeholders including Relationship Executives, Account Managers, and Transaction Banking Specialists, to implement solutions that span payment acceptance and merchant acquiring solutions.

We will offer to our Strategic Merchants, those providing the highest strategic value to CBA, a project-dedicated support to migrate onto our Merchant future state platform.   

Do work that Matters 

As a Customer Migration Manager, you will manage the successful delivery of complex structures, products and services to the new future state platform. You'll support high to very high complexity implementations for large businesses, while gaining deep knowledge of transaction banking solutions and fostering strong customer relationships.

You'll also contribute to continuous improvement efforts across the Customer Present and Customer Not Present space, providing customer feedback and comments to enhance the customer experience.

More specifically you will: 

• Provide dedicated project management support to transition Strategic Merchants customers from current to future state merchant modernisation platform which may include coordination of hardware swap out, software upgrades.

• Conduct discovery workshops to define and document customer bespoke requirements and communicate specifications to product teams.

• Act as a single point of contact for Strategic Merchant customers, supporting transition activities.

• Deliver high-quality, timely customer service via phone, email, and video conferencing.

• Provide support on technical and implementation-related issues.

• Execute post-implementation support to ensure client satisfaction.

• Assist in supporting customer complaints, incidents, and breakpoints with a strong risk mindset.

• Engage internal stakeholders to ensure alignment and delivery.

• Proactively assist colleagues to achieve service and sales outcomes.

We're interested in hearing from people who have:

Essential:

• Previous customer service experience with exceptional interpersonal skills.

• Strong attention to detail and ability to communicate with diverse stakeholders.

• Proven ability to build and maintain customer relationships.

• Ability to work under pressure and meet tight deadlines in a collaborative environment.

• Strong organisational and time management skills; ability to multitask and master new technologies.

• Professional handling of customer complaints; resilience is key.

• A strong risk mindset and proactive approach to personal and team development.

• Demonstrated project management experience and familiarity with tools to enable effective transition.

Desirable:

• Experience or interest in payments acceptance/merchants, banking or technology.

• Passion for innovation and solutions-focused thinking.

• Knowledge of business banking products and services, including transaction banking and e-commerce.

With us, you'll help customers make the right financial decisions and achieve their dreams. 

If this role sounds like the perfect fit then we'd love to hear from you. Apply today

At Commbank, we're determined to make a real difference for Aboriginal and/or Torres Strait Islander Peoples. You'll be part of a community that'll support you professionally and personally, every step of the way. Beyond your team, you'll also have the opportunity to network across our Indigenous Employee Network, linking to Indigenous employees across CommBank

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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