Address
Form of work- You’re a passionate Senior Leader with proven capability in leading large-scale agile projects and delivering organisational change, with the ability to resolve and drive solutions from multiple stakeholder groups.
- Together we can build the best customer experience with unlimited opportunities.
- Create ways to better our services and enhance our client experience along the way
About the team
Disputes Operations are responsible for assisting CBA and Bankwest customers with the investigation and processing of disputed transactions raised on Credit Cards, Linked Scheme Debit Cards and Travel Money Cards as well as in relation to transactions via EFTPOS, ATM’s, IDM’s and Bpay.
The teams are based in Sydney and Bangalore to support CBA and Bankwest customers across the end-to-end disputed transaction lifecycle. Card dispute processing covers initial dispute lodgement investigation and support and expertise through the representation and arbitration processes where required, utilising knowledge of the Mastercard and Visa scheme rules.
The team work closely with the Contact Centre teams and Group Fraud to provide expertise and guidance in to resolving customer questions and complaints. In addition, they support the Banks Merchant customers in card dispute processing and resolution as well as transaction investigation activities
Key responsibilities will include:
- Lead the end-to-end business and product development process, from opportunity identification and sizing, concept development to launch, ensuring products are designed to meet market demands.
- Act as a conduit across teams to ensure information flow, commitments can be delivered and escalation of risks and issues.
- Work with leadership to develop and drive business commitments and outcomes
- Formulate hypotheses to validate customer problems and define clear learning objectives that will inform product roadmap and prioritisation decisions.
- Apply expertise to support opportunity analysis, prioritisation, balance trade-offs, and explore strategies to successfully achieve business outcomes.
- Manage high complexity and change, solve problems, manage senior stakeholder relationships and operate with an enterprise mindset.
- Provide people leadership and management where relevant and contribute to the capability uplift of others.
- Identify actions and interventions for escalation and conduct initiative deep dives.
- Drive governance reporting requirements including milestones, financials, benefits and risks; deep dive into the analytics and provide meaningful insights to drive business decisions.
- Track metrics against stated objectives and key results; leverage data driven insights to inform continuous improvement opportunities.
- Drive workforce and financial management activity via forecasts, budgets, actuals and reconciliation.
- Lead the development of centralised operational procedures and tools are streamlined and consistent across all teams including key performance indicators, regulatory delivery and strategic planning.
- Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people
We want to hear from you if you have
- Experience working in a agile, change and strategy focused position where you are capable of building and creating innovative customer experiences
- Ability to influence and align stakeholders on strategic priorities
- Advanced ability to drive multiple initiatives thought to creation
- Advanced communication, stakeholder engagement and influencing skills across all levels of the business
- Proven problem solving skills with the ability to think differently about strategies to make change
- Strong planning and time management skills with the ability to deal with competing priorities, upcoming due dates and prioritisation decisions when required
- Ability to strategically and make decisions
- Understanding of tools such as PEGA and Workflow
- Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
If this sounds like the next role for you please apply today !
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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