Senior Product Lead

Organization:
At CommBank, you will work in an environment that aims to combine the scale and responsibility of Australia's leading bank with empowered, product-led teams. Our best teams are outcome-focused and take end-to-end ownership. That means staying close to the customer problem, using evidence to make decisions, being clear about trade-offs, learning quickly and owning what we build through its full lifecycle. It also means delivering safely and sustainably: risk, resilience and controls are part of good product design, not something added at the end. We value people who demonstrate Care, Courage and Commitment. You will have the opportunity to work on a material payments problem, own an important product area within a new strategic capability, collaborate with deep payments and technology specialists, and explore how automation and emerging AI can responsibly transform payment servicing.

Job Title: Senior Product Lead

Location: Bangalore

Business & Team:

As Product Lead - Payment Exceptions & Investigations, you will own a defined product area within the broader Payment Exceptions & Investigations product stream. Working within the product strategy and direction established for the stream, you will translate customer and operational problems into clear product outcomes, priorities and an executable roadmap for your squad. You will lead the product lifecycle for your area from discovery and problem definition through delivery, adoption, run performance and continuous optimisation. You will make evidence-based trade-offs across customer value, operational efficiency, risk, technology and delivery considerations, partnering closely with Engineering, Design, Architecture, Payments Operations, frontline teams, Risk and other specialist teams.

You will work closely with other Product Leads and Product Managers across the PEX stream to ensure your product area contributes to coherent end-to-end payment exception journeys and reusable capabilities rather than creating isolated solutions.

Impact & contribution:

As a Product Lead within the Payments Channel and Reporting Crew, you will work closely with the business to deliver exceptional outcomes for our business stakeholders and customers. You will be responsible for developing and delivering customer reporting capability for the Payments Domain. This will incorporate the delivery of reports, modernisation of existing reporting capabilities and development of the strategic roadmap for future state delivery. You will be leading a team of engineering experts to achieve this, while creating a psychologically safe, inclusive, accountable and high-performance culture, and working collaboratively within and across Crews.

Reporting lines: Dhivya Elanchezhian – Senior Product Capability Lead

Roles & Responsibilities:

• Own and evolve the product vision, outcomes and roadmap for a defined Payment Exceptions & Investigations product area, aligned to the overall PEX product strategy.
• Deeply understand the customer, colleague and operational problems within your product area through discovery, data, research and engagement with frontline and operational teams.
• Translate those problems into clearly defined product opportunities, measurable outcomes and prioritised initiatives.
• Own squad-level prioritisation and roadmap decisions, balancing customer value, operational efficiency, risk, technology, delivery constraints and expected business outcomes.
• Lead discovery and delivery of reusable product capabilities that contribute to the broader PEX target state rather than creating point solutions for individual processes or systems.
• Shape simple experiences for customers, bankers, investigators and payment operations colleagues within your product area.
• Partner closely with Engineering and Architecture on product and engineering trade-offs, feasibility, sequencing, integration and delivery confidence
• Identify opportunities to move journeys from manual handling toward assisted resolution and straight-through processing where policy, evidence and controls support it.
• Explore practical applications of automation and AI for use cases such as context reconstruction, classification, summarisation, investigation support, next-best-action and response drafting.
Ensure AI-enabled and automated outcomes within your product area are explainable, evidence-backed, auditable and appropriately bounded by human accountability and risk controls.Use customer, operational and product data to understand product performance, identify recurring pain points and continuously optimise outcomes.Define and own measurable product outcomes relevant to your area, which may include resolution time, straightthrough-processing rate, repeat contact, touches per case, queue ageing, SLA performance, customer-update timeliness, control effectiveness and colleague adoption.Embed risk, controls, regulatory and operational resilience considerations throughout discovery, design, delivery and ongoing product management.Lead and develop Product Managers within your squad/product area and contribute to strong product discipline across the broader PEX stream.Partner with other PEX Product Leads and Product Managers to manage dependencies and deliver consistent endto-end customer and colleague outcomes.

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Essential Skills:

We’re interested in hearing from people who:

• Bring strong product management and product leadership experience, with a track record of taking complex products from discovery through delivery, adoption and continuous optimisation.
• Have payments domain knowledge, ideally across Australian domestic and/or international payments, payment processing, exceptions or servicing.
• Understand, or are able to develop strong knowledge of, payment ecosystems such as NPP, BECS/Direct Entry, BPAY, RTGS/HVCS, SWIFT and international/correspondent banking.
• Have experience with payment investigations, trace and recall, returns, repairs, failed payments, mistaken payments or related exception-servicing journeys.
• Have worked with complex workflow, case-management, servicing, operational or platform products, preferably within a regulated financial-services environment.
• Demonstrate strong product discovery, customer research, roadmap, prioritisation and lifecycle-management disciplines.
• Can turn complex customer and operational problems into simple product propositions and pragmatic delivery increments.
• Are comfortable making evidence-based trade-offs across customer value, operational outcomes, technology, risk and delivery considerations.
• Build strong partnerships across Product, Technology, Operations, Risk and customer-facing teams.Understand risk, controls and operational resilience and embed them into product decisions rather than treating them as downstream gates.
• Are curious about automation, AI and emerging technologies and can identify where they create genuine customer or operational value.
Coach Product Managers, create clarity through ambiguity and build collaborative, outcome-focused teams

Years of Experience: 11+
We are seeking an experienced Product Lead with business/product background and payments domain expertise.

Qualifications: B.Tech