Operations Senior Manager

CommBank’s Retail Banking Services (RBS) business is seeking a Senior Operations Manager to join our Search & Find Crew.

RBS is the public face of CommBank, delivering a seamless banking experience to more than 10 million personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.

Home Buying consists of seven Crews:

• Engage & Manage Brokers
• Search & Find
• Apply with Ease
• Purchase & Settle
• Manage & Own
• Manufacture & Enhance Core
• Manufacture & Enhance Specialty

These Crews are supported by our Line 1 Risk Business Partners.

The Search & Find Crew plays a critical role in driving new home loan business for CommBank.

Within this Crew, the Home Buying Referral Source Program is a growing team focused on delivering a secure, compliant, and sustainable automated solution. This program enables verified referral partners to introduce suitable leads and maximise home lending opportunities.

Do work that matters

In this role, you will lead the risk operations for the Referral Source Program, with a primary focus on designing and maintaining a robust framework for investigating Referral Partner conduct.

You’ll draw on your investigative expertise to define and implement metrics that monitor partner behaviour, while building an operational workflow that integrates seamlessly with existing processes—such as onboarding, in-life monitoring, consequence management, and offboarding. Your work will be critical to ensuring the long-term sustainability of the program through strong risk management practices.

You will report to the Product Owner of the Referral Source Program and collaborate closely with a team of Operations Specialists. Additionally, you’ll partner with Customer Service Lending (CSL), who act as the distribution team for the program.

Success in this role will also require strong engagement with Line 1 Risk, Compliance, Legal, Data, and Technology teams to deliver the required outcomes.

Key responsibilities of the role include

• Develop and execute strategies designed to prevent the risk of Referral Partner misconduct, including but not limited to investigations processes and procedures.
• Define metrics associated with individual Referral Partners to enable the tracking of conduct, to allow reporting to relevant forums including the Home Buying Non-Financial Risk Committee.
• Conduct investigations into Referral Partner conduct, including:

• Scoping investigations considering the nature of the potential misconduct, the risk it poses, and the potential evidence available.
• Gathering and reviewing transactional information, various data systems within the bank, email, and public records.
• Undertaking inquiries and analysing evidence.
• Delivering clear, accurate and insightful investigation reports to senior stakeholders.
• Conduct proactive reviews on emerging trends and deliver detailed reports on the risks identified to stakeholders within the group.

• Lead and educate operations team members through the investigation process; develop clear workstreams and key performance indicators for direct reports.
• Work closely with Group Fraud, Group Investigations, Lender Conduct, Broker Governance and all teams that provide intel for investigations.
• Deliver operational risk and issue management for a large set of controls, including implementation of new controls as needed, and management of execution risks/issues.
• Manage all stakeholders across Domains and/or Business Units or Support Units, as well as leverage expertise in Regulatory requirements to develop insights and reporting for the Crew Lead and Home Buying Leadership Team.
• Understand product vision, goals and roadmap, aligned to Crew objectives and purpose, and engage with key stakeholders to manage its delivery.
• Participate in product exploration (e.g. using design thinking and analytics) and formulate hypotheses to validate product strategy / design.
• Ensure all obligations across customer, regulatory, internal policy and process frameworks (e.g. GDF, PDDP, RiC) are fully met and satisfied.​
• Role model continuous improvement and customer focus.​
• Advocate and contribute to best practices and share learnings across the Domain

We're interested in hearing from people who have:

• Home lending knowledge regarding credit, product, process and systems. Understanding of the end to end application workflow is a must.
• Demonstrated ability to lead investigations involving multiple investigators and other stakeholders.
• Demonstrated ability to create and execute new workflows / address actions under issue management.
• A detailed understanding of the external environment (both mortgage lending and regulatory).
• Risk Mindset – ability to proactively identify, openly discuss and act on current and future risks.
• Strong communicator with excellent written and verbal skills.
• Strong analytical skills and structured approach to prioritisation of key outcomes.
• Great relationship and stakeholder management with strong ability in influence and persuasion.
• Understanding of how other investigations teams operate within CommBank is desirable.
• A postgraduate tertiary qualification in business, finance is desirable.

Shortlisting for this role will commence the week of 19th Jan 2026.

Advertising End Date: 18/01/2026