Commonwealth Bank Jobs – Senior Manager Critical

Job Description:

As Senior Manager, Critical and Complex Complaints, you will support the Head of Critical and Complex Complaints and lead a team to manage sensitive complaint matters managed by GCR, including high priority complaints from Group Executives, the CEO and Chairman/Board.

Job Responsibilities:

• Establish and monitor service level agreements regarding sensitive complaint issues to ensure speedy resolution of high priority complaints
  Lead a team of high performing dispute resolution professionals responsible for resolving highly complex and sensitive complaints, to consistently display industry best practice
• Provide regular and concise support to senior leaders, including being available to action and respond to urgent enquiries
• Influence leaders to focus on sensitive, critical and complex complaints and prepare meaningful reporting
• Engage in strategic and operational uplift of complaints management across the Group
• Review media referrals, CEO complaints, Board complaints and other sensitive issues to support good customer outcomes and manage reputational risk
• Liaise with and manage critical and complex complaints received from the Australian Financial Complaints Authority
• Influence and engage with Group Executive and other Senior Executive offices to assist in resolving sensitive matters
• Deliver and continuously improve processes for managing complaints received at senior executive level within the Group, and lead engagement with key stakeholders
• Provide feedback, coaching and education to GCR and other teams across the Group on handling sensitive complaints

Job Requirements:

• A commitment to fair customer outcomes
• Proven experience in major dispute resolution and complex complaint management
• Excellent people leadership skills
• Exceptional oral and written communication skills
• Strong stakeholder management skills, with the ability to engage effectively at all levels
• Compassionate and creative alternative dispute resolution skills, with a drive to find the best customer solution
• Resilience in challenging interactions
• Experience and confidence in conciliation and mediation
• The ability to manage through complexity and uncertainty

Job Details:

Company: CBA

Vacancy Type:  Full Time

Job Location: Sydney, AU

Application Deadline: N/A

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