Product Stream Lead - Payment Exceptions & Investigations

Organization:

At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Product Stream Lead - Payment Exceptions & Investigations

Location: Bangalore

Business & Team:

Payments work brilliantly when everything goes right. The real test is what happens when they do not. A payment may be rejected, delayed, returned or held; a customer may send funds to the wrong account; an international payment may need to be traced or recalled; or an operations team may need to investigate an ambiguous payment state across multiple systems and external institutions. Today these journeys can span payment rails, customer and banker channels, payment platforms, operational work queues, case-management tools, risk teams and external financial institutions. We want to fundamentally change that experience.

Within the Payments Servicing Solutions Crew, we are shaping a channel-agnostic Payment Exception and Investigation capability that brings these journeys together. The ambition is one reusable product capability across Australian domestic and international payment exceptions - connecting customers, bankers, operations teams, payment platforms and external institutions while preserving clear system ownership and controls. This is an opportunity to build an enduring payments product, not simply deliver another workflow or operations screen. You will help shape a capability that can progressively move exception handling from manual investigation to intelligent assistance, straight-through processing and, ultimately, proactive exception prevention.

Impact and Contribution:

As Product Stream Lead - Payment Exceptions & Investigations, you will lead the product vision, strategy and evolution of this capability within the Payments Servicing Solutions Crew. You will connect customer insight, operational pain points, payments expertise, enterprise priorities, technology possibilities and risk considerations into a clear product strategy and executable roadmap.

You will lead across related squads and partner closely with Product Leads, Product Managers, Engineering, Architecture, Payments Operations, Digital Channels, frontline teams, Financial Crime, Risk, Legal and Compliance. You will create alignment around shared outcomes, make evidence-based investment and sequencing trade-offs, and ensure the product is run safely and sustainably.

The product vision extends beyond a new workbench. It is about creating an intelligent payment exception orchestration capability that can ingest and correlate events from multiple rails and channels, create a consistent case and investigation journey, orchestrate controlled resolution actions, provide transparent status back to customers and colleagues, and use data and intelligence to improve both resolution and prevention.

Roles & Responsibilities:

• Define and communicate the product vision, strategy and multi-year roadmap for payment exceptions and investigations across domestic and international payments.
• Lead cross-squad prioritisation, sequencing and investment trade-offs, balancing customer value, operational efficiency, risk reduction, technology simplification and commercial outcomes.
• Build reusable product capabilities rather than point solutions for individual rails, channels, systems or operational teams.
• Deeply understand how exceptions arise across payment initiation, execution, settlement, investigations, trace and recall, returns, repairs, failed payments and servicing journeys.
• Shape simple experiences for retail and business customers, bankers/frontline colleagues, investigators and payment operations teams, with consistent status and required-action visibility across channels.
• Lead product outcomes for case and investigation management, event intake and correlation, workflow orchestration, operational work management, evidence and audit, communications and controlled resolution actions.
• Identify journeys that can move from manual handling to assisted resolution and straight-through processing, with clear policy, eligibility, approval and control boundaries.
• Partner with Engineering and Architecture to shape scalable APIs, event-driven integration, reusable channel experiences and clean ownership boundaries between servicing channels, exception orchestration and payment execution platforms.
• Explore practical applications of AI and agentic workflows for context reconstruction, classification, summarisation, investigation planning, next-best-action, response drafting and cross-case root-cause intelligence.
• Ensure AI-enabled outcomes are explainable, evidence-backed, auditable and appropriately bounded by human accountability and risk controls.
• Use customer, operational and product data to identify exception patterns and upstream causes, creating a prevention backlog that reduces avoidable exceptions over time.
• Define and own measurable outcomes including resolution time, STP rate, repeat contact, touches per case, queue ageing, SLA performance, customer-update timeliness, control effectiveness, colleague adoption and exception reduction.
• Coach and develop Product Leads and Product Managers, building strong product discipline and a culture of ownership, curiosity and continuous improvement.

Essential Skills:

• Bring significant product leadership experience, leading complex products or value streams from strategy through execution and value realisation.
• Have strong payments expertise, including domestic and/or international payments, processing, settlement and servicing.
• Understand payment ecosystems such as NPP, BECS/Direct Entry, BPAY, RTGS/HVCS, SWIFT and correspondent banking.
• Have experience across payment investigations and exceptions, including trace and recall, returns, repairs and failed or mistaken payments.
• Have built or transformed workflow, servicing, case-management or platform products within regulated financial services.
• Can turn fragmented processes and legacy journeys into scalable product capabilities, balancing long-term vision with pragmatic delivery.
• Have driven automation and straight-through processing across complex operational journeys.
• Bring strong commercial judgement and can make clear investment, prioritisation and scope trade-offs.
• Can influence across Product, Technology, Operations and Risk, embedding controls and operational resilience into product design.
• Are curious about AI and emerging technology, while distinguishing genuine customer and operational value from hype.
• Build high-performing teams and coach and develop product talent.

Payments, Automation & Emerging Technology

This is not an AI-first role. It is an opportunity to shape how automation and emerging technology can safely transform a complex, high-volume payments environment.

• Move journeys from manual handling toward intelligent assistance, bounded automation and straight-through processing.
• Determine where deterministic workflows are best and where AI can improve investigations, context-building and next-best actions.
• Explore agentic and orchestration approaches while retaining appropriate human oversight.
• Establish clear guardrails around approval, explainability, traceability, auditability, privacy and access.
• Use exception and outcome data to move from exception resolution toward exception prevention.

The Mindset We’re Looking For

• Think product, not project: Build enduring capabilities and measure outcomes, not just delivery.
• Start with the customer: Connect customer needs to the complex payments ecosystem behind them.
• Simplify complexity: Turn multiple rails, systems and stakeholders into a clear strategy.
• Own the outcome: Lead from strategy and discovery through delivery, adoption and value realisation.
• Challenge constructively: Question legacy processes with evidence, courage and respect.
• Collaborate without ego: Align Product, Engineering, Operations, Architecture and Risk around shared outcomes.
• Innovate responsibly: Pursue automation and AI while protecting trust, safety and human accountability.
• Lift others: Coach, share context and strengthen the wider product community.

Education Qualification:

Bachelors or Master's Degree in any stream