Joseph Salameh
SYDNEY,NSW
Summary
Experienced operations leader with a strong track record leading specialist teams through complex change, including end-of-life system transitions in regulated banking environments. Known for translating policy, risk, and stakeholder expectations into clear decisions, controls, and scalable processes, while operating effectively between Operations, Risk, Product, and Technology. Brings a pragmatic, outcome-focused approach to process design, transition management, validation, and continuous improvement.
Overview
6
6
years of professional experience
Work History
Team Leader E-Billing|Market Operations (COO)
COMMONWEALTH BANK of Australia
07.2025 - Current
- Lead a specialist E Billing team responsible for pricing and billing activities across Transaction Banking portfolios.
- Currently leading the team through a transition from end of life legacy systems, supporting the uplift and migration of processes to future state platforms.
- Act as the single point of accountability for pricing and billing outcomes during transition, while relying on team members as subject matter experts for technical detail.
- Engage extensively with Product, Risk, Technology, and Change stakeholders to:
- Understand transition impacts
- Clarify interim vs future state requirements
- Manage risks associated with system limitations and change timing
- Translate system constraints and transition considerations into clear operational guidance, controls, and decision frameworks.
- Validate and synthesise expert input to ensure outcomes align with approved fee schedules, policy intent, and risk expectations, particularly where legacy systems limit automation.
- Own the design and uplift of four eye and governance controls, strengthening resilience during periods of system change.
- Lead process redesign initiatives triggered by system decommissioning, ensuring continuity of control, documentation, and audit defensibility.
- Define review and validation expectations for pricing and billing outcomes in both interim and future state processes.
- Shape future state workflow and intake approaches (e.g. structured request pathways) to support smoother transition and reduced rework.
- Coach and develop a highly tenured team through change, maintaining decision quality, control awareness, and engagement during transition.
Early Customer engagement Team Leader (secondment)
COMMONWEALTH BANK of Australia
01.2024 - 07.2025
- Led a team of 13 Early Customer Engagement Specialists, providing strategic guidance and support to ensure optimal performance.
- Monitored team performance, setting clear objectives and KPIs, and conducting regular performance reviews.
- Addressed and managed issues of misconduct, privacy breaches, and behavioral concerns with appropriate corrective actions.
- Developed and executed tailored training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
- Mentored and coached team members to become subject matter experts, boosting their confidence and professional growth.
- Developed staff to secure internal roles in line with developmental targets.
- Implemented effective strategies to improve customer satisfaction and operational efficiency.
- Conducted regular team meetings and training sessions to communicate updates and reinforce best practices.
- Managed staff exits and terminations, ensuring compliance with company policies and maintaining a respectful and professional approach.
- Maintained and updated team schedules, ensuring adequate coverage and optimal resource allocation.
- Collaborated with senior management to align team goals with broader organizational objectives and initiatives.
- Handled escalated customer queries and complaints, ensuring timely and satisfactory resolutions.
Property Solutions Team Leader (secondment)
COMMONWEALTH BANK of Australia
09.2023 - 01.2024
- Supervised a team of property solutions specialists, ensuring adherence to company policies and procedures.
- Provided leadership and support to team members, addressing their concerns and fostering a positive work environment.
- Monitored team performance, conducted performance reviews, and provided constructive feedback.
- Managed escalations and complex customer issues.
- Coordinated and led team meetings and training sessions.
- Maintained communication with Senior Management to report on team progress and challenges.
- Participated in departmental projects and initiatives to improve processes and customer service.
Property Solutions Specialist
COMMONWEALTH BANK of Australia
11.2020 - 09.2023
- Further enhanced experience with business systems.
- Substantial utilization of programs such as Excel Spreadsheet and Outlook.
- Expanded knowledge of day-to-day banking processes.
- Managed multiple accounts of customers from a wide spectrum of socio-economic contexts, behaviors, and attitudes.
- Assessing customer financial circumstances and completing Personal Budget Plans.
- Reviewing customer proof of income documentation including pay slips and BAS.
- Reviewing and assessing customer transaction history.
- Liaising with Solicitors, Bankruptcy Trustees and Financial Counsellors.
- Team Supervisor; answering team questions, updating team strategy, and taking on escalations and complaints.
- Organizing and managing team meetings and trainings.
- Experience in day-to-day management obligations such as monitoring team performance and updating and managing team schedule.
- Sending team emails on providing general updates and feedback on department procedures.
- Stepped up as interim Team Leader
- Participated in multiple Department projects. Liaising with Team Leader’s and Senior Manager’s.
customer engagement specialist
COMMONWEALTH BANK of Australia
03.2020 - 11.2020
- Gained further experience communicating with multiple customers.
- Management and maintenance of sensitive customer information
- Sending team updates and KPI reviews via email
- Utilization of multiple software - developed computer skills.
- Building rapport with customers daily
- Handling customer queries, complaints and maintaining customer bank accounts.
- Ensuring KPI’s are met individually and throughout the team.
- Providing customer solutions to suit both the needs of the customer as well as the business.
Skills
- Outcome Ownership
- Decision Governance
- Change Leadership
- Transition Leadership
- Requirements Clarification
- Process Design
- Control Design
- Stakeholder Engagement
- Facilitation
- Risk Interpretation
- Compliance Interpretation
- Workflow Design
- Intake Design
- Validation Oversight
- Review Oversight
- Team Leadership
- Capability Development
- SAP
- PEGA
- Microsoft 365
Accomplishments
- Established clearer decision and governance frameworks for pricing and billing outcomes by reducing reliance on individual judgement and strengthening four-eye controls, improving consistency and audit defensibility.
- Acted as the primary operational representative across Product, Risk, Technology, and Change forums, translating specialist input into clear positions, surfacing risks early, and enabling informed delivery decisions during transition.
- Successfully delivered multiple leadership secondments across different CBA domains, reflecting strong organizational trust and the ability to quickly understand new problem spaces, teams, and stakeholder landscapes.
- Developed and coached high-tenure specialists through change, supporting capability uplift, internal progression, and sustained performance during periods of uncertainty and transformation.
Core Capabilities
- Outcome Ownership & Decision Governance
- Change & Transition Leadership (End-of-Life Systems)
- Requirements Clarification via Subject-Matter Experts
- Process & Control Design (Current & Future State)
- Stakeholder Engagement & Facilitation
- Risk & Compliance Interpretation
- Workflow & Intake Design (Non-Technical)
- Validation & Review Oversight
- Team Leadership & Capability Development
- Enterprise Platforms: SAP, PEGA, Microsoft 365 (business, governance & transition exposure)
Timeline
Team Leader E-Billing|Market Operations (COO)
COMMONWEALTH BANK of Australia
07.2025 - Current
Early Customer engagement Team Leader (secondment)
COMMONWEALTH BANK of Australia
01.2024 - 07.2025
Property Solutions Team Leader (secondment)
COMMONWEALTH BANK of Australia
09.2023 - 01.2024
Property Solutions Specialist
COMMONWEALTH BANK of Australia
11.2020 - 09.2023
customer engagement specialist
COMMONWEALTH BANK of Australia
03.2020 - 11.2020