Who are we?Police Bank is one of Australia’s fastest growing Mutual Banks. We are a progressive, purpose-driven financial institution, and we pride ourselves on offering a competitive range of financial products and services, all of which have been created with the needs of our members front of mind. What are we looking for?This role plays a key part in ensuring daily member transactions and servicing tasks are processed accurately, efficiently, and in line with internal policies and regulatory requirements.You’ll be responsible for coordinating day-to-day team operations, supporting staff development, and ensuring tasks are completed with a strong focus on service excellence, risk management, and member satisfaction. About the roleLead the day-to-day operations of a 5-person Account Services team, ensuring tasks are completed accurately and on timePayments & Transfers: Barrick Pays, Police Pays, Direct Entry, BPAY portal, transfer requests, direct debit (DD) requests.Member Services & Disputes: Fee refunds, ATM disputes, stop cheque requestsAccount & Regulatory Tasks: TFN reporting, credit limit reductions, Cuscal returns, S14 closures.Card & Travel Services: Card orders, card renewals, travel notifications.General Back Office Functions: Leasing administration, traces/disputes, and member email handling.Allocate workloads and manage team resources to ensure service levels are consistently met.Maintain and update process documentation, checklists, and work instructions to support consistency and compliance.Provide day-to-day coaching and support to team members, including training on new tasks or procedures.Act as a point of escalation for team queries or member servicing issues.Liaise with internal departments and external partners (e.g. Cuscal, leasing providers) to resolve operational matters.Contribute to audit readiness and ensure daily activities align with regulatory requirements (e.g. ePayments Code, AML/CTF, Privacy Act).Support the implementation of process improvements and system changes impacting payments and servicing operations.Monitor risks, identify gaps, and escalate issues promptly to minimise operational impacts. About YouAt least 2–3 years’ experience in banking operations or member services, ideally in payments, settlements, or account servicing.Previous experience leading a team or acting in a senior officer capacity.Strong working knowledge of retail banking processes and systems, including Direct Entry, BPAY and card servicing.High attention to detail with a solid understanding of compliance, risk, and internal controls in a financial services environment.Proven ability to guide, support and develop others in a team setting.Effective communication skills with the ability to build rapport and work collaboratively with both internal and external stakeholders.Experience using core banking systems, digital servicing platforms, or workflow tools is desirable. Why Join Us?Be part of a purpose-led organisation supporting the police community.Lead a key team that directly contributes to delivering excellent outcomes for our members.Join a supportive, down-to-earth workplace that values trust, service, and teamwork. If you are a highly motivated and results-oriented professional, we encourage you to apply. Police Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status. This role is open to Australian and New Zealand Citizens and permanent residents only.