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Product Manager - Customer Establishment & Verification

Commonwealth Bank of Australia
Sydney, Australia
Closing date
Mar 4, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
See Yourself in the Team

The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes. Core to the functions of the COO is a focus on customer. Every single process that we execute has a significant impact on customer experience.

The Customer Data Management Crew drives the integrity, completeness and coverage of the Group's customer data repository to increase leverage of customer information and enhance customer experience throughout the customer lifecycle owning multiple customer related assets in CommSee that is functioning as our assisted UI with capabilities such as Onboarding and IDV app and in many other back-end system capabilities.

Our work is aimed at collating information about all our customers into one infrastructure, providing a single view of customer for all users, whether front-line or analytical, and managing quality from the point of capture from the customer. We design and implement processes to maintain and improve the integrity and richness of our customer data over time and through the customer life-cycle.

We care about the identity of customers, the privacy and accuracy of their information, their rights and responsibilities in relation to Bank products and their relationships to each other. By leveraging quality customer information, we enable our staff to know and remember our customers, in order to give the best possible experience and provide what they want and need reliably. This also enables us to build and maintain control capabilities to prevent financial crimes and fraudulent activities benefiting the community as whole.

Do work that matters

You will be accountable for managing some of the CommSee product assets that are owned by the Squad in which you will be an active member, defining a product strategy, roadmap and building the product over a period of time to drive support financial crime transformation with the objective to increase customer NPS scores and satisfaction, continuously engage business stakeholders across the enterprise including Risk and Technology for product initiatives. You will be responsible for eliciting business requirements to define product roadmap, day to day management of product development activities by the squad by clarifying business requirements, objectives and key results to be achieved, and assisting the product owner in managing risk, issues, dependencies and governance . You will support the product owner in guiding the Squad, consisting of engineers, testers, business analysts and user experience designers and act as the steward for some of the assets in the CommSee application and as the subject matter expert to drive change and delivery of a defined product roadmap.

Also, you will be responsible for the working with product owner to constantly groom the Product's backlog, coverage of the scope and regular prioritising and refinement of backlog items to ensure squad objectives are met.

  • Lead the development and refinement of customer propositions, through insights from customer breakpoints, Voice of Customer feedback and opportunities for improvement.
  • Lead product process developments and enhancements utilising customer centred design thinking. Influence key product decisions and prioritisation through compelling product performance insights including financial outcomes, business outcomes and customer experience. Engage with internal risk and product governance frameworks.
  • Support the Product Owner for Customer Data Management (CDM) Crew- focusing on day to day product management of existing and new applications owned by the squad
  • Lead product change initiatives to continuously improve the product offering and processes, enhancing customer outcomes and value , supporting the product owner to prioritise and continually refine the product backlog to meet our crew objectives and support Group stakeholders
  • Develop and maintain strong relationships with key business and technical stakeholders across frontline, technology, risk and operations. Establish Group relationships with key business stakeholders (IB&M, RBS, Digital, B&PB, Ops) to support delivery/solution design
  • Provide advice and input, as a subject matter expert, into the product and proposition strategy and provide critical support to cross-Group teams as you develop into a subject matter expert. Distribution and operations support and SME for key product change
  • Support the Product owner is establishing the vision for the strategic initiatives, project/release and communicate the drivers and benefits to your engineering squad and business stakeholders for your allocated portfolio
  • Support the squad as required in eliciting requirements , participating in user acceptance / business verification and testing in agile delivery of initiatives for squad owned assets,
  • Provide leadership and direction when problem production incidents occur - maintaining the responsibility of the voice of the business (which in this case is often Group/Cross BU focused)
  • Manage operational risk incidents and issues relating to the product, uplifting and implementing controls where required.
  • Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.

What skills you will possess:
  • A background and a strong understanding ComSee applications specially customer origination flow and other customer related Commsee applications including IDV and customer profile maintenance
  • Strong analytical skills and commercial acumen
  • Experience/accreditation as a Product Manager additionally with a Business Analyst certification is highly regarded
  • Experience in an Agile delivery environment is desirable
  • Experience with effective planning and the ability to contribute to tactical and strategic planning in support of the business plan

Your Development and Career Progression:

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 focusing on skill and talent development, collaboration, flexibility and internal promotion.

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: 29/02/2024

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