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Your business Business & Private Bank (B&PB) offer a wide range of services and solutions to our small to medium, enterprise customers and our regional and agribusiness customers. We also take care of our personal and institutional online trading customers and our premium personal Private Banking customers.
See yourself as part of our team Business Customer Solutions supports the full spectrum of customers' needs from the smallest businesses to the largest corporates. We have accountability for Cash Management, Payments, Business Lending and Commerce Solutions as well as delivery of analytical capabilities to support our business customers.
The Customer Experience team is accountable for managing the end-to-end business customer experience. This includes;
Driving the Business Bank roadmap and action plan to achieve our advocacy ambition through actionable insights and VoC
Designing compelling propositions through understanding and designing better Cx.
Accountability for the design and management of customer level processes (e.g. Customer onboarding; customer maintenance; CRS / FATCA; Deceased Estates)
Do Work That Matters The Senior Manager, Customer Process is responsible for the design, implementation and ongoing management of key customer processes across all aspects of the customer lifecycle including; customer on-boarding, product initiation, maintenance and off-boarding to meet commercial and regulatory objectives.
This role is critical in ensuring that we continuously improve our customer processes to meet customer needs, ensure simplicity for our frontline teams, whilst at the same time meeting our regulatory and legislative obligations.
More specifically, you will be responsible for:
Work with project teams across the Group to ensure BPB requirements are well understood and solutions designed are customer centric, compliant and sustainable.
Collaborate with BPB segment teams and business partners to build strong working relationships that enable the Collaborate with key BPB stakeholders to build engagement and support
Constructively challenge yourself and stakeholders to ensure solutions have placed the customer at the heart of the design
Facilitate process design or problem solving workshops with stakeholders across product, risk and distribution teams
Develop or update standard operating procedures (SOPs) to ensure consistency in implementation across frontline and operations teams
Design, implement and monitor controls implemented within your process
For customer processes in 'run' phase, continuously seek optimisation opportunities and ensure effectiveness. This includes developing a clear view of your 'process performance' and where this can be lifted to deliver a better customer experience, reduce unit costs or enhance simplicity.
Maintain a solid understanding of relevant legislation relating to customer processes (e.g. AML, FATCA, CRS, Privacy)
Prepare papers for BPB NFRC on status and activities of your process
Constructively share ideas and opportunities for continuous improvement within the BCS team whilst remaining accountable for own outcomes and actions
Support the team's agile ways of working including involvement in scrums, retrospectives and continuous improvement
To help us deliver a better future for Business Customer Solutions, you will ideally have:
Advanced process / journey design skills
Advanced stakeholder engagement and influencing skills
Strong problem solving / design workshop facilitation skills
Strong understanding of business processes and products and applicable regulatory requirements.
Tertiary qualification or equivalent (preferred but not required).
8+ year's relevant business experience.
Financial crimes compliance experience (preferred but not required).
Our culture 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. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities. At CommBank you can be you.
Your development If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.
If you're already part of the Commonwealth Bank Group (including Bankwest), 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.