Do work that matters
The Home Buying team has end-to-end responsibility for the Commonwealth Bank’s home loans business. We support the proprietary and third party sales and service teams to meet our customers’ needs for home finance and advice. Our vision is to build the best end-to-end home buying experience, while building and maintaining the best distribution assets and delivering profitable growth.
The Home Buying Risk & Control team supports this vision by applying world-class risk management practices to achieve the team’s objective: to reduce the overall risk profile of the Home Buying business whilst maintaining or enhancing business and customer outcomes.
See yourself in our team
As a Senior Manager, Customer Remediation & Incidents you will lead a critical team that is responsible for executing and resolving financial and non-financial remediation activities, as well as appropriately managing and closing associated incidents within the Home Buying business.
This role plays a key part in delivering on our promises to our customers and doing what’s right by them. You will deliver these outcomes by forming strong and enduring relationships with your immediate team, the broader Home Buying business and across RBS.
The ideal candidate will have come from a customer focused role that involved resolving complaints and remediation issues at a senior level. They must have an analytical mindset, strong mathematical abilities, has excellent attention to detail skills and is passionate about problem solving. It is also critical that they have strong management/leadership skills as they will have three direct reports.
Key responsibilities:
- Lead, inspire, build and develop your team
- Work with your team, key stakeholders and the central remediation function to successfully prioritise and execute a program of financial and non-financial remediations to Home Buying customers
- Formalise and embed best practice operating models between your team, Home Buying and the central remediation function, taking into account varying scenarios and demands
- Ensure appropriate oversight of remediation programs, even when not directly managed within Home Buying
- Contribute to and manage the timely, efficient and fair closure of incidents
- Constructively challenge and look at new ways of doing things, both within your immediate remit and the Home Buying business more broadly
- Play an important role as a key member of the Risk Delivery leadership team
We’re interested in hearing from people who:
- Strong commercial acumen and numeracy skills, balanced by a desire to achieve optimal customer outcomes
- Established people leader
- Proven ability to build and leverage strong stakeholder relationships
- Problem-solving and analytical mindset, with a strong attention to detail
- Excellent written and verbal communication skills
- Project management experience
- Experience within banking or financial services is preferred, but not essential
At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value's driven organisation, we nurture and support our people; through focussing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities. At CommBank you can be you.
For further information, please contact Ann Catherine Fischer Alves in the Talent Acquisition Team.
