Senior Manager Systemic Customer Issues

Job title: Senior Manager Systemic Customer Issues

Company: Commonwealth Bank of Australia


Job description: An exciting 6 month secondment/contract opportunity is available to join the Group Customer Relations team as a Senior Manager Systemic Issues.Do work that mattersGroup Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex. The Systemic Customer Issues team is part of GCR and is focused on identifying emerging customer risks and guiding our businesses to promote fair customer outcomes and enhance CBA’s risk culture through customer complaints.See yourself in our teamAs Senior Manager Systemic Customer Issues you will report into the Head of Systemic Customer Issues.In any given week you will:

• Role model a risk mindset by inspiring, influencing and leading the identification, examination and response to potential systemic issues, including responses to regulators such as AFCA.
• Role model inquisitive investigation of potential systemic issues, identify and explore critical questions and problem solve with stakeholders.
• Deliver quality and transparent responses to internal and external systemic issue investigations.
• Collaboratively engage and build strong relationships with stakeholders across CBA (including business, risk, legal and compliance functions) and AFCA.
• Autonomously lead regulatory responses and manage conflicting priorities.
• Deliver relevant and quality reporting to senior stakeholders on systemic issues arising from complaints.
• Constructively review and challenge in a way that inspires others to champion the interests of customers and consider the Group’s ‘Should we?’ test.

We’re interested in hearing from people who have:

• Bachelor’s degree in a related field preferred; experience in Risk, Compliance, Legal, or Regulatory roles highly regarded
• Audit or consulting background is advantageous
• Excellent critical thinking, problem solving and investigation skills
• Ability to confidently advocate for customers and apply sound judgement
• Excellent written, verbal and interpersonal communication skills, adapted to suit the audience
• Confident in influencing and managing stakeholders, resolving conflicts and building strong working relationship across the Group
• Autonomously balance conflicting priorities and deliver quality responses to tight deadlines
• Risk mindset, awareness of emerging regulatory issues and confidence in learning and engaging with new subject matter

If you’re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you’ll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.We’re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.Advertising End Date: 25/06/2025

Expected salary:

Location: Sydney, NSW

Job date: Fri, 13 Jun 2025 05:35:37 GMT

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