Team Manager, Disputes Resolution - Sydney, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Are you committed to delivering the best possible outcomes for our customers? A Leader who is driven to make a difference for our people and our customers?
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This role sits in the Internal / External Scams and Disputes team and would be available as a 12-month secondment internally or Max Term agreement (externally).

See yourself in our team

Group Customer Relations (GCR) is a centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers.

We oversee complaint handling for the Group and manage escalated and complex complaints.

We influence change to deliver a better experience for our customers and provide meaningful insights to better identify, manage and prevent complaints.

GCR resolves simple through to complex complaints related to CBAs product suite including home, personal and business lending, financial advice, and banking products, in addition to service-related complaints, scams, financial hardship and complaints requiring extra care.

The Scams and Disputes team within GCR investigates and makes decisions to resolve internally escalated customer complaints and complaints referred by the Australian Financial Complaints Authority (AFCA) that relate to scams and disputed transactions.

This includes independently investigating and reviewing Group Fraud outcomes.

We are currently exploring if there is the potential for us to have a brand-new Team based in Melbourne and are therefore seeking expressions of interest from passionate and dedicated people leaders with previous complaints management / disputes resolution experience gained within a financial services organisation.

This role will likely be based in our Sydney (1 Locomotive St, Eveleigh) or Melbourne Docklands (727, Collins St) offices.

Do work that matters.

As Team Manager, you will lead a passionate and qualified team of 10-12 staff to deliv er the best complaint experience for our customers.

On any given week you will:

Lead a team of high performing dispute resolution professionals responsible for resolving escalated complaints of varying complexity, by consistently displaying industry best practice and providing exceptional customer service.
Manage the team's daytoday operational performance to achieve the expected customer outcomes and experience.
Grow and develop the talent of the team to ensure their skills are maximised development goals are supported.
Raise and contribute to continuous improvement ideas and processes to refine the customer experience.
Engage and provide feedback to key stakeholders within the Group on opportunities for process and product improvements.

We are interested in hearing from people who have:

Excellent people leadership skills with demonstrated experience in a people leadership role in a close team environment and the ability to manage through complexity and uncertainty.
Previous financial services or ombudsman experience.
Experience in dealing with matters that relate to the ePayments Code and assisting customer in vulnerable circumstances that relate to the Banking Code of Practice
Proven experience in dispute resolution, investigation, negotiation and facilitation in a customer focused environment.
Advanced oral and written communication skills.
Outstanding customer focus with strong stakeholder management skills and experience in effectively engaging and negotiating all levels of management.
Strong problem solving and planning skills.
Sound level of commercial acumen and knowledge of business practices, processes and systems in a large corporate entity.
Resiliency ability to bounce back from challenging interactions and manage through complexity and uncertainty.

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Advertising End Date: 18/08/2023