• Together, we will build scalable technology platforms that solve real customer problems and transform how Operations works. 

Do work that matters 

Are you ready to lead the transformation of customer and operational journeys through modern engineering and AI? 

As Crew Tech Lead, you will shape the strategic, architectural and engineering direction of our next-generation Complaints platforms, including the evolution from traditional workflow-based solutions towards modern, API-led, event-driven and AI-enabled capabilities. 

You will combine deep engineering leadership with a strong customer and product mindset, creating technology solutions that simplify complex operational journeys and improve the lived experience of our customers and people. 

See yourself in our team 

Operations Technology supports the critical work that happens behind the scenes to deliver exceptional outcomes for our customers. You will lead technology capabilities that are important to the bank's customer experience, operational resilience, risk and compliance posture. 

As Complaints Crew Tech Lead, you will lead a diverse, cross-functional engineering organisation and create an environment where talented engineers can perform at their best. You will be expected to build a highly motivated, inclusive and technically strong engineering culture, developing engineering leaders and creating clear accountability and ownership across teams. 

You will champion a build-it, run-it, own-it mindset, raising engineering standards across software quality, DevSecOps, resilience, observability and operational excellence. 

You will also play a pivotal role in the adoption of AI and agentic technologies, building solutions that responsibly combine AI, enterprise data, knowledge, reusable services and human oversight to deliver better customer and operational outcomes. 

In this role, you will:

• Lead and develop a high-performing engineering organisation, creating a strong culture of ownership, collaboration, technical excellence and continuous learning. 

• Coach and develop Engineering Managers, Staff Engineers and emerging technical leaders, building sustainable leadership capability across the crew. 

• Shape the technology and engineering roadmap for Complaints and Operations capabilities, ensuring alignment with customer outcomes, business strategy and enterprise architecture. 

• Provide architectural leadership across cloud-native, distributed and microservices-based platforms, including API-led and event-driven architectures. 

• Drive appropriate decomposition of legacy and monolithic platforms into reusable business capabilities and independently scalable services, while avoiding unnecessary architectural complexity. 

• Lead the responsible adoption of AI and agentic engineering, with demonstrated experience taking AI-enabled capabilities beyond experimentation into measurable business or customer outcomes. 

• Establish engineering patterns for integrating AI models, agents, enterprise APIs, knowledge and data while ensuring appropriate security, governance, observability and human oversight. 

• Champion modern software engineering practices across automated testing, CI/CD, DevSecOps, SRE, observability and platform engineering. 

• Build strong partnerships across Product, Operations, Architecture, Data, AI, Risk and other Technology teams to translate business strategy into executable technology outcomes. 

• Drive simplification and reuse, reducing dependency on bespoke and legacy technologies in favour of strategic enterprise platforms and reusable capabilities. 

• Maintain strong accountability for the resilience, security, risk and operational performance of production services owned by the crew. 

We're interested in hearing from people who have: 

• Proven experience leading, motivating and developing large engineering organisations of ~ 70+ people, including Engineering Managers and senior technical leaders, within a complex enterprise environment. 

• A demonstrated track record of building high-performing engineering cultures, developing talent, raising technical standards and creating strong ownership across geographically distributed teams. 

• Strong software engineering foundations with sufficient hands-on technical depth to challenge designs, influence architecture and provide credibility with senior engineers. 

• Hands-on engineering experience in one or more technologies such as Java, .NET, Python, React or similar modern technology stacks. 

• Strong experience designing and operating cloud-native microservices and distributed architectures, including APIs, event-driven integration, containerisation, resilience patterns and observability. 

• Demonstrated experience delivering AI/GenAI initiatives into real business environments, ideally including agentic AI, LLM-based applications, RAG/knowledge architectures, AI evaluation or MLOps. 

• An understanding of how to safely operationalise AI, including responsible AI, security, model and agent evaluation, data governance, human-in-the-loop controls and production observability. 

• Strong experience with modern cloud engineering practices (AWS is added advantage) experience with Pega, Flowable, Appian or similar workflow platforms would be advantageous. 

• Strategic thinking and strong solution architecture experience, with the ability to balance immediate delivery requirements with long-term platform strategy. 

• Experience modernising complex legacy environments and moving towards reusable, scalable enterprise platforms. 

• Excellent communication, influencing and stakeholder leadership skills, with demonstrated ability to align customer and business objectives with technology strategy. 

• The ability to operate effectively through ambiguity, make difficult technology decisions and bring teams and stakeholders together around a clear direction. 

Working with us 

At CommBank, we believe diversity of people, experience and thinking creates stronger teams and better technology. Whether you're passionate about engineering, customer outcomes, AI, data or building great teams, your perspective and leadership can help shape the future of banking.