Head of Engineering - Complaints Platform

About the role

CommBank is looking for a Head of Engineering (Complaints Crew Tech Lead) to lead the transformation of its Complaints platforms from traditional workflow-based solutions toward modern, API-led, event-driven and AI-enabled capabilities. The role combines engineering leadership with a strong customer and product mindset, leading a diverse, cross-functional engineering organisation and shaping the technology and engineering direction of the Complaints and Operations capabilities.

Key responsibilities

• Lead and develop a high-performing engineering organisation of 70+ people, coaching Engineering Managers, Staff Engineers and emerging technical leaders.
• Shape the technology and engineering roadmap for Complaints and Operations, aligned with customer outcomes, business strategy and enterprise architecture.
• Provide architectural leadership for cloud-native, distributed and microservices-based platforms, including API-led and event-driven architectures.
• Decompose legacy and monolithic platforms into reusable business capabilities and independently scalable services.
• Lead the responsible adoption of AI and agentic engineering, with experience moving AI beyond experimentation into measurable outcomes.
• Set engineering patterns for integrating AI models, agents, APIs, knowledge and data, with security, governance, observability and human oversight.
• Champion modern software engineering practices: automated testing, CI/CD, DevSecOps, SRE, observability and platform engineering.
• Build partnerships with Product, Operations, Architecture, Data, AI, Risk and other Technology teams, and drive simplification and reuse.
• Maintain accountability for the resilience, security, risk and operational performance of production services.

Required profile

• Proven experience leading and developing engineering organisations of 70+ people in a complex enterprise environment.
• Track record of building high-performing engineering cultures and raising technical standards across geographically distributed teams.
• Strong software engineering foundations and hands-on engineering experience in Java.NET, Python, React or similar stacks.
• Experience modernising complex legacy environments toward reusable, scalable enterprise platforms.
• Excellent communication, influencing and stakeholder leadership skills.

Required skills

• Cloud-native microservices and distributed architectures, including APIs, event-driven integration, containerisation, resilience patterns and observability.
• Demonstrated experience delivering AI/GenAI initiatives, ideally agentic AI, LLM applications, RAG/knowledge architectures, AI evaluation or MLOps.
• Understanding of responsible AI, security, model and agent evaluation, data governance and human-in-the-loop controls.
• Modern cloud engineering practices (AWS is an added advantage); experience with Pega, Flowable, Appian or similar workflow platforms is advantageous.