Senior Product Manager (12-month fixed-term)

Job Description

You’re a passionate Product Manager, 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. In the Credit Cards Crew, our purpose is to deliver highly desirable, viable and reliable credit card products to our target market. We deliver on our purpose by using customer and data insights to build solutions that meet our customer’s needs, now and into the future. See yourself in the team This is an 8-month secondment full-time position, which you will report to the Chapter Lead of Credit Cards Product and Solution Management who will support you with your performance and development. As a member of the Customer Experience and Operations Squad, you as the Senior Product Manager will play a pivotal role in supporting the Product Owner of the squad in leading, optimising and transforming the customer experience and operations in the Credit Cards space, which contributes to the bank’s NPS+30 goal and drives better customer and business outcomes. Key responsibilities will include: Customer Experience & Operations: Continuously improve the customer experience by reviewing and enhancing features, benefits and digital experience Supplier Management: Ability to navigate the following supplier management activities –Be key business contact with legal and other subject matter experts to appropriately manage the bank’s risk exposure and achieve commercial outcomes Provide inputs into RFx documents and assess RFx responses in line with evaluation plan Overarching coordination of initiatives including with commercial, risk and operational personnel for negotiations and onboarding of suppliers Collaborate with legal and category manager to negotiate contracts and formalise with business owners and stakeholders Supporting business owner and at times acting as business owner delegate to ensure that candidate and existing suppliers are managed in line with Group requirements Strategic Roadmap & Delivery: Contribute to the squad roadmap of deliverables and end-to-end delivery including managing cross-squad dependencies Market Research & Analytics: Identify trends, customer breakpoints, regulations, and competitive landscape Risk Management: Responsible for proactively managing risks including performance of regular controls, identification of issues, escalation and swift resolution of issues including remediation Compliance: Ensure that the origination process complies with all regulatory requirements Performance Analysis: Analyse product performance, KPIs (Key Performance Indicators) and customer complaints to identify areas for improvement and opportunities for growth We want to hear from you if you have: Strong cards product knowledge is preferred, experience managing banking products highly regarded Commercial/Legal experience is preferred, in order to support the supplier work in the squad’s pipeline Strong delivery experience in Agile ways of working Demonstrable ability to think strategically, execute initiatives at pace that drive business value Experience in delivering strong outcomes in an Agile environment Strong communication skills Strong stakeholder engagement and influencing skills, including the ability to progress multiple initiatives concurrently Ability to think analytically and use data and insights to make decisions Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks. A tertiary degree in Legal, Finance, Banking, Economics, Accounting or related discipline is highly regarded. 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. #J-18808-Ljbffr