Customer Transition 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 Transition 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 internal key stakeholders the appropriate project support to transition our customers onto our Merchant future state platform.   

Do work that Matters 

As a Customer Transition Manager, you will help create and manage tools, support material and training to ensure the successful transition of products and services to the new future state platform. You'll will also support the more complex implementations for large businesses, while gaining deep knowledge of transaction banking solutions and fostering strong customer relationships.

You'll 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: 

• Take initiative to gather, organise and synthesize large amounts of information from various sources

• Working with stakeholders to understand their needs, concerns and the environment that they operate in with respect to deliver goals and outcomes

• Work closely with stakeholders and change management to identify impacts to business processes and technology as a result of system or application changes

• Identify project delivery issues and risks, assist with mitigation strategies, and escalate where necessary in a timely manner

• Liaise and collaborate with external suppliers as required

We're interested in hearing from people who have:

 Essential

• At least 5 years' experience delivering complex process and technical changes as a Senior Business Analyst

• Expertise in process mapping with standardised techniques such as SIPOC

• Expertise in merchant acquiring and card payments industry and technologies

• Excellent communication skills, including ability to engage stakeholders at varying levels to facilitate gathering / refinement of detailed requirements from high level requirements to solution design to testing

• Proven track record of working to deadlines, results driven

Desirable

• Experience with large scale customer and data migrations projects

• Experience capturing and managing requirements and user stories in Confluence and JIRA

• Experience documenting customer journeys, process flows, and standard operating procedures

• Working knowledge of merchant terminal, POS, AS2805 messaging, ecommerce and payment gateways

• Experience synthesizing and analysing large amounts of data extracts for the extraction of project relevant insights

• Experience with converting raw data to purpose specific and actionable data visuals that tell a story (Powerpivots, Tableau, PowerBI)

• Experience with interpreting technical specs for Pega and API's

• Practical application of BABOK Knowledge Areas including Agile ways of working

• Familiarity with CBA frameworks such as GDF, SDLC, Pace

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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