Monica Wegner

The Executive General Manager Banking Product roles can sit in the Retail, Business or Private Bank Business units. The role has ultimate accountability for meeting a broad spectrum of customers’ Product needs from the personal Retail customer through to the largest corporate and strives to improve the financial wellbeing of our customers and communities. This role leads a team of experts who focus on manufacturing and optimising a portfolio of banking products as it relates to their customer segment. Achievement of financial, customer service, employee satisfaction and operational goals. Acting as a key member of the respective Business Leadership Team. As a designated report of an Accountable Person under the Financial Accountability Regime (FAR), this role will have a Statement of Responsibilities (SOR). In addition to fulfilling the responsibilities set out in that statement, you need to understand and endorse the Group’s Accountability Principles which form part of that statement. To the extent of any inconsistency between this position description and your SOR, the SOR prevails. The SOR is subject to change and neither it nor this position description form part of any employment contract or limit the Group’s ability to change your duties from time to time. Delivery of an overarching omni-channel acquisition strategy including propositions, acquisition, and conversion – ensuring appropriate trade-offs between customer and commercial outcomes are achieved. Delivery of end-to-end process and service improvements across product lines. Delivery of enhancements to realise a well-defined customer experience target state – ensuring appropriate trade-offs between customer and commercial outcomes are achieved. Delivery of improved business performance through market-leading, innovative, product offerings and superior customer experience. Development and delivery of an end-to-end customer engagement strategy to deliver on customer and commercial priorities – shaping and leveraging business assets including Customer Engagement Engine and advanced analytics and modelling. Development and review of an effective complaints management strategy for the portfolio – partnering with Group Customer Relations to manage unresolved, escalated customer complaints, and engaging effectively with external dispute resolution bodies. Effective design, manufacture, pricing, monitoring, maintenance, collections and closure of products and associated services across the portfolio . Implementation and management of effective and efficient processes, systems, people, and communications to achieve desired business outcomes. Inspire, motivate and engage team members to achieve business objectives, including: active performance management; appropriate financial and non-financial reward and recognition; and applying sufficient resources and capability in line with agreed strategy needs and budget. Leading an end-to-end business and customer experience while achieving scale and synergies across distribution channels, and the Group. Partnering closely with Distribution to ensure market insights are being incorporated into the design and delivery of products to meet customer needs. Partner with customer experience to ensure focus on the understanding and design of experiences to meet customer needs across channel and product. Risk skills and experience: All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks. As a senior leader, we would expect you to have: Comprehensive experience in the end to end leadership of risk management in complex environments, including experience in developing controls, incident and issue management, adhering to compliance obligations and developing ‘risk resilient’ cultures; The skills to manage risk effectively including authentically communicating the importance of risk in a way that mobilises others to act, making robust decisions based on data and root cause analysis, creating an environment where people feel safe to speak up, working collaboratively across the three lines of accountability and delivering sustainable results