Chapter Lead CSD Risk

Do work that matters

At CommBank, we’re building a better bank for our customers and communities. As the Chapter Lead CSD, you’ll play a critical leadership role in supporting safe, well-controlled operations across our Customer Service Direct business.

You’ll partner with senior stakeholders to embed strong risk management practices, uplift control environments, and ensure compliance with regulatory and Group frameworks all while enabling better outcomes for customers, including those in vulnerable circumstances.

This is a high-impact leadership role where you’ll help shape how risk is managed through transformation, including the shift to digital and messaging-first customer experiences. 

See yourself in the team

You’ll sit within Line 1 Risk & Controls supporting Customer Service Direct a business that delivers critical services across Collections & Hardship, Direct Banking, Direct Lending and major transformation programs.

Leading a team of 50 risk professionals, you’ll work closely with General Managers and senior stakeholders to deliver integrated risk services and drive uplift across a complex, high-volume operational environment.

Your day could look like (but not limited to):

• Leading end-to-end Line 1 risk advisory and Quality Assurance across Customer Service Direct which includes Collections and Hardship, Direct Banking and Direct Lending

• Driving Risk Control Self-Assessments (RCSA), control design, testing and continuous improvement

• Overseeing incident, issue and KRI governance, ensuring timely resolution and effective root cause analysis

• Partnering with the business on changes, ensuring risks are identified, assessed and managed across major transformation initiatives

• Leading deep-dive diagnostics to assess control effectiveness and identify risk improvement opportunities

• Providing expert risk advice to senior leaders on emerging risks, vulnerabilities and compliance obligations

• Delivering clear, insightful risk reporting to support decision-making and governance forums

• Building and embedding a strong, proactive risk culture across the business
   

What successful candidates will look like

You’re a confident and pragmatic risk leader who thrives in complex, fast-paced environments. You bring strong judgement, the ability to influence senior stakeholders, and a genuine passion for improving risk outcomes while supporting the business to perform.

You’re comfortable leading through change, challenging constructively, and balancing commercial outcomes with disciplined risk management.

Experience required

• Strong experience within collections from a line 1 or operations perspective

• Knowledge of customer facing Banking and Lending processes

• Understanding of risk frameworks including RCSA, incident and issue management, and control assurance

• Proven experience leading risk uplift and transformation

• Ability to partner with and influence senior executives to enable risk-informed decision making

• Demonstrated experience leading and developing medium to large teams (50+ FTE)

• Strong analytical capability, with the ability to identify themes, trends and control gaps across complex environments