Manager, Customer Success - Sydney, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

We support flexible working and are happy to discuss what this means for you

See yourself in our team
Customer Success team sit within the Payments team.

The Payments team is accountable for CBA's portfolio of domestic and international payments products for all customer segments (Retail, Business Banking and Institutional Banking).

The Payments team also manages CBA's payments advocacy and representation to Government, regulators and industry bodies.

Customer Success team is responsible for driving improved customer outcomes by identifying and partnering with Crews to fix Payments break-points, as well as deepen engagement with Relationship managed segments to deliver differentiated customer propositions.

The team supports three key functions:

Drive growth and development of the Payments product portfolio and RFP support on key strategic deals to win and retain business
Collaborate with internal business partners to improve and showcase our sales and service propositions.
Centralised management of complaints, breakpoints and areas of delight

Do work that matters
As Manager, you will be responsible for;

Analysis of complaints, market share and digital adoption, and create insights to drive business improvement
Work with Product Managers and stakeholders to identify break points in customer journeys and create areas of delight to improve customer and team outcomes
Proactively drive new to Bank acquisitions and crosssell initiatives for the Payments products within the Business Banking (BB) and Institutional Banking and Markets (IB&M) businesses.
Be a point of contact for the Payments product team and work with frontline on major RFP responses.
Deliver client seminars and presales consulting to customers on Payments products.
Understand the latest industry and customer trends that are driving developments in the Payments products and impart these insights to customers and segments within Commonwealth Bank.
Deliver presentations and train relevant Commonwealth Bank segments about Payments products.
Provide a channel for sales staff and customer feedback to enhance the development of new products and services in line with the needs of the market and the business.
Develop and maintain good relationships with key stakeholders within CBA to ensure that they understand the business drivers and remain engaged, and that their expectations are met.

We're interested in hearing from people who have

Sound Transaction Banking product knowledge
Tertiary qualification in business, economics or commerciallyrelated discipline, _is preferred _
5+ years' experience in experience in the payments / financial services industry
Strong collaboration with teams on work streams/ project activities endtoend and independently manage deliverables
Excellent communication skills oral and written
A track record of successful management of largescale, complex customer engagements / dealing with complex customers problems

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Advertising End Date: 02/07/2023