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Product Manager, Customer Success and Fraud Prevention

Commonwealth Bank of Australia
Sydney, Australia
Closing date
Mar 9, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
  • You're a passionate senior product professional, driven to deliver exceptional customer outcomes
  • We've transformed our ways of working to take our customer obsession to the next level
  • Together we're delivering outstanding customer experiences, and having a lot of fun along the way

Do work that matters

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 Credit Cards Crew has end-to-end responsibility for the Commonwealth Bank Credit Cards business. We consist of squads that look after the development of the credit card products, acquisition, the growth of our portfolio, our loyalty program and end-to-end process improvement.

See yourself in the team

Working in the Customer Success squad, this Manager role is a pivotal role to the success of the squad. You will report to the Chapter lead for Credit Card Product Managment, who will support you with your performance and development. As a member of the squad you will play a critical role in reducing the fraud losses for Credit Cards. In addition, you will help enhance customer experience and drive business growth. This is a fundamental and impactful role in the squad responsible to reduce fraud and improve the customers lived experience with CommBank.

Key responsibilities will include
  • Product strategy: Contribute to the development and execution of the credit cards product line strategy from solution development through to delivery
  • Market research and analytics: Identify trends, customer preferences, regulations and competitive landscape to inform product development
  • Product development: Lead the end-to-end product development process, from ideation and concept development to launch, ensuring products are designed to meet market demands
  • Risk management: Responsible for proactively managing risks including performance of regular controls, robust product governance, identification of issues, escalation and swift resolution of issues including remediation
  • Customer experience: Continuously improve the customer experience by reviewing and enhancing product features, benefits and digital experience
  • Financial performance: Manage the financial performance of the credit card portfolio, optimising revenue and profitability through pricing, fees and rewards programs
  • Cross functional collaboration: Work closely with cross functional teams, including finance, marketing, compliance, technology and distribution to ensure seamless product delivery
  • Compliance: Ensure that credit card products comply with all relevant regulatory requirements and assist with regulatory responses
  • Performance analysis: Analyse product performance, KPIs and customer complaints to identify areas for improvement and opportunities for growth - That includes contribute to the fraud prevention and detection through performing data analytics, and proactive deep-dive reviews over new or emerging fraud matters.
  • Fraud prevention: Manage the prevention and detection of Credit Card fraud and apply the Group's Fraud framework and risk mitigation strategy.

We want to hear from you if you have
  • Advanced ability to drive outcomes and execute on a roadmap of initiatives
  • Advanced communication, stakeholder engagement and influencing skills, including the ability to progress multiple initiatives concurrently
  • Proven problem-solving skills couple with a strong ability to innovation and think differently about strategies to grow the portfolio
  • Experience in delivering strong outcomes in an Agile environment
  • Ability to think analytically and use data and insights to make decisions
  • Sound commercial acumen
  • Strong cards product and fraud knowledge is preferred, experience managing banking products highly regarded
  • Tertiary qualification in a Business / Commerce Degree Preferred
  • Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

Your development

If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role, our code of conduct guides our decision making so we can do what's right in every situation.

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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Advertising End Date: 05/03/2024

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