Manager Systemic Customer Issues

COMMONWEALTH BANK OF AUSTRALIA

Eveleigh, New South Wales, Australia
Not specified
Systemic customer issue identification
Data analysis and critical thinking
Stakeholder management and influence
The Commonwealth Bank of Australia is seeking a Manager for Systemic Customer Issues, focusing on advocating for customer interests and resolving systemic complaints. The role involves critical thinking, data analysis, and collaboration with various stakeholders to proactively address customer concerns and develop practical solutions

Job Summary

  • Drive the Group to identify and resolve systemic issues arising from complaints by thinking critically, applying data analysis, being determined and purposeful, driving accountability and excellence in review of issues, and constructive problem solving.
  • Identifying, assessing and responding to potential systemic issues identified internally or by bodies such as the Australian Financial Complaints Authority.
  • Developing recommendations and effective written responses regarding potential and confirmed systemic issues.

Matching Summary

Match Score: 85

The Commonwealth Bank of Australia is seeking a Manager for Systemic Customer Issues, focusing on advocating for customer interests and resolving systemic complaints. The role involves critical thinking, data analysis, and collaboration with various stakeholders to proactively address customer concerns and develop practical solutions.

Skills & Requirements

Must-have

  • Systemic customer issue identification
  • Data analysis and critical thinking
  • Stakeholder management and influence
  • Root cause analysis and solution development
  • Written response development

Nice-to-have

  • Customer focus and empathy
  • Commercial acumen and team ethic
  • Inspiring others to champion customers
  • Proactive identification of concerns

Key Requirements

  • Bachelor's degree or higher
  • Legal qualification highly regarded
  • Experience presenting to stakeholders
  • Experience building strong relationships

Work Rights

Not specified

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