Product Manager – Scams (Complaints & Resolution)

• You’re passionate about protecting customers and the bank from scams, while improving experience and operational outcomes
• Together we can deliver safer outcomes for customers and reduce scam harm
• Permanent full-time | Two roles available

Do work that matters

You will help build scalable scams identification, lodgement and resolution experiences at pace, in a changing regulatory landscape. You’ll work end-to-end across all channels, partnering closely with GFMS, Risk, Operations, Legal/Compliance and Technology.

See yourself in the team

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million+ personal and small business customers. Within RBS, Everyday Products is focussed on building innovative and value creating everyday products for all Australians.

The E2E Service Journeys crew is responsible for the Disputes Journey, the Deceased Estates and Authorities journeys and the Digital Wallet and Tokenization Journey. We are dedicated to providing the best service in the moments that matter. Within this crew, you’ll help shape how scam complaints are lodged, triaged and resolved, balancing customer fairness, risk and operational sustainability.

You’ll join a cross-functional Scams squad led by a Product Owner, and you’ll report into the Product & Solutions Chapter Lead who coaches your product craft and development. You’ll collaborate with partners across Business Banking, Fraud, Chief Operations Office (COO), Customer Service Direct, Customer Service Network, Digital and Data & Analytics, and other squads within the EDB domain. You’ll embed Product Operating Model ways of working, continuous discovery, problem-first prioritization, and outcome-led, evidence-based delivery.

Key focus (ACMA scam prevention framework and AFCA receiving bank rule)

• Support the implementation of upcoming ACMA scam prevention framework and AFCA receiving bank rule, enabling CBA and non‑CBA customers to lodge scam complaints with CBA, including cases involving EDB transaction accounts in most scenarios
• Implement a Day 1 internal process and controls, then help shape an industry-wide mid-term operating plan
• Work with RBS and key partners across the Group to manage operational sustainability and outcomes, including avoiding CBA becoming the default resolver across victim-bank or perpetrator-bank scenarios
• Review and uplift end-to-end scam lodgement processes and procedures to reduce friction, improve fairness, and strengthen defensibility

More specifically, you will;

• Own and evolve the scam report experience and roadmap (journey, controls, servicing pathways, tooling and comms)
• Translate regulatory and industry requirements into clear problem statements, measurable outcomes and delivery increments
• Partner with Operations to design workable processes, triage and workflows; identify simplification and automation opportunities
• Use data and insights to diagnose failure demand, prioritise initiatives, and measure improvements (e.g., resolution time, rework, complaint volumes, loss outcomes)
• Facilitate continuous discovery with customers and frontline colleagues (interviews, service design, analysis of contacts and complaints)
• Drive alignment across stakeholders; prepare decision packs and engage in governance forums as required

We’re interested in hearing from people who have

• Experience as a Product Manager (or similar), ideally in financial services, with experience in scams (preferred) and/or complaints or servicing journeys
• Strong problem framing and discovery practice (hypotheses, experiments, learning loops) and comfort working iteratively
• A customer-first mindset paired with a strong risk lens; ability to navigate policy, controls and governance
• Ability to analyse data, uncover root causes, and drive outcomes across complex stakeholder groups
• Excellent communication and influencing skills; ability to work across Technology, Operations and Risk
• Tertiary qualification in business or a related discipline (preferred)
•  Risk Mindset: All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

What success looks like

• Day 1 process ready for commencement of the ACMA and AFCA changes, with clear customer pathways, operational playbooks and controls
• Improved customer experience and fairness outcomes, with measurable reductions in avoidable rework and improved resolution speed
• A clear mid-term roadmap aligned to industry direction, with defensible decisioning and sustainable operating model

Advertising End Date: 31/03/2026