Senior Associate, Account Management - Client Experience (Institutional Transactional Banking)

• You are an individual who goes above and beyond to address the needs of clients
• We are a client-obsessed team who is expanding our account management team
• Together, we will elevate client satisfaction and create exceptional experiences for our transaction banking clients.

Do work that matters

In these newly created roles, you will be a client experience champion for a group of Transaction Banking clients. A key member of the Transaction Banking team, you will collaborate with the wider IB&M team and our clients to manage and coordinate client experience and be the TBS team interface across the multiple service channels and to help ensure elevated levels of client satisfaction. We have an exciting innovation program and this role will also be at the forefront of sharing new efficient and digital pathways to uplift the overall client experience.

We have five specialised roles in the following teams and locations:

• Non-Bank Financial Institutions - 1 x Melbourne and 1 x Sydney
• Corporate - 1 x Melbourne and 1 x Sydney
• Diversified - 1 x Sydney

See yourself in our team

More broadly, Institutional Banking & Markets (IB&M) manages the Group's relationships with major corporate, government clients and institutional investors, and provides a full range of capital raising, transactional and risk management products and services.

Your team

Sitting within IB&M, Transaction Banking Solutions (TBS) is a specialised unit that provides domestic & international products and tailored expertise to Australia's leading Corporates through the delivery of advice, innovative technology, industry specialization and a premium customer service model to enable clients to optimise their working capital.

Your role

As our Senior Associate - Client Experience, you will be responsible for a portfolio of IB&M Transaction Banking customers. You'll develop close working relationships with your customers to gain a thorough understanding of their key business drivers and needs as well as working closely with Account Managers in order to optimise service, identify cross sell opportunities, client retention and profitability.

The day to day will see you:

• Manage and co-ordinate service for a client portfolio across multiple service channels and ensure elevated levels of client satisfaction

• Manage all service escalations for a client portfolio, enabling others to engage on strategic selling objectives

• Support the business in analytical activities, such as client reporting, process analysis, product analysis, risk reporting and client performance analysis

• Develop and maintain financial and data models to support business decisions and the ability to generate reports through merging multiple data sources

• Identify cross-selling opportunities and work with the team and product partners to drive revenue growth

• Collaborate with other teams, such as Risk, Operations and Product Management, to ensure effective delivery of transaction banking solutions

• Stay up to date with industry trends, regulatory developments, and market changes to inform business decisions

We're interested in hearing from people who:

• Are self-starters with results-oriented mindset with a track record of achieving targets

• Have strong interpersonal, collaboration and negotiation skills and ability to build a strong rapport with clients and work colleagues.

• Possess strong analytical skills and experience with financial and/or data modelling, or process engineering desirable

• Have an understanding of transaction banking products and services including payments, cash management and merchant solutions desirable
• Operate with a risk mindset, proactively identifying and understanding, discussing and acting upon current and future risks.
• Tertiary qualifications in finance, accounting, business administration, information technology or a related field (or experience to reflect the same)
• Prior experience in finance transformation, financial services, information technology, consulting, transaction banking, or a related field would be advantageous

What we offer

As the successful applicant you'll be rewarded with a structured career path within Transactional Banking and more broadly IB&M that offers a competitive market salary, annual performance incentives, and a flexible working environment.

These opportunities will give you exposure to both clients and a wide range of stakeholders at all levels of the business whilst being part of a team that is focused, smart, hardworking and passionate about our shared vision to create the very best experience for our customers.

These roles will suit people who have the ability to manage multiple priorities, and who bring a high energy and a growth mindset to their work. Previous Account, Relationship, Product or Project Management experience learned in Transactional / Institutional Banking or Professional Services firms is an ideal background.

Why apply?

If you like working collaboratively and productively with internal colleagues to deliver top-notch account management services to a large number of smaller clients, then apply now!

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date: 08/09/2024