Product Manager – Scams (complaints & Resolution)

CBA New Digital Businesses Pty Ltd

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Scam prevention framework implementation
Customer fairness and risk balancing
End-to-end journey management
** CBA New Digital Businesses is seeking a Product Manager for their Scams team, focused on enhancing customer experience in scam reporting and resolution. The role involves collaboration across various departments to implement regulatory changes and improve operational outcomes while maintaining a customer-first approach. **

Job Summary

  • You will help build scalable scams identification, lodgement and resolution experiences at pace, in a changing regulatory landscape.
  • Within this crew, you’ll help shape how scam complaints are lodged, triaged and resolved, balancing customer fairness, risk and operational sustainability.
  • Day 1 process ready for commencement of the ACMA and AFCA changes, with clear customer pathways, operational playbooks and controls.

Matching Summary

Match Score: 75

** CBA New Digital Businesses is seeking a Product Manager for their Scams team, focused on enhancing customer experience in scam reporting and resolution. The role involves collaboration across various departments to implement regulatory changes and improve operational outcomes while maintaining a customer-first approach. **

Skills & Requirements

Must-have

  • Scam prevention framework implementation
  • Customer fairness and risk balancing
  • End-to-end journey management
  • Data-driven decision making
  • Continuous discovery practices

Nice-to-have

  • Customer-first mindset
  • Strong risk lens
  • Cross-functional collaboration
  • Iterative work approach

Key Requirements

  • Product Manager experience
  • Financial services experience
  • Scams or complaints journey experience
  • Tertiary qualification in business

Work Rights

Not specified

Tailored Resume

Cover Letter