Job Category: Administration and business support
Job Description
About the role.
This role is pivotal in ensuring the delivery of consistent, high-quality member experiences, while leading operational performance across member-facing teams. You will play a key role in maintaining momentum on strategic priorities, driving operational excellence, and supporting a culture of accountability, service and continuous improvement.
We are seeking an experienced and values-driven leader to step into the role of Head of Member Operations on a 12-month parental leave cover.
This is a key leadership role responsible for the end-to-end delivery of member operations, ensuring consistent, efficient and compliant service across all member touchpoints.
You will play a critical role in maintaining operational performance, uplifting service standards, and ensuring the function continues to deliver against both member expectations and regulatory obligations.
Reporting to the Chief of Operations, you will lead the Member Operations function, with accountability for service delivery, operational efficiency, risk management and team leadership.
The remit of this role includes oversight of:
* Member Operations (inbound and outbound member servicing for Hardship and Collections, Retirement Savings Product and Deceased Estate Management)
* Transaction and back-office processing functions (including payments, deposits and operational administration)
* Quality assurance, service monitoring and workforce planning
* Continuous improvement and process optimisation initiatives across member operations
Key Responsibilities
* Provide strategic and operational leadership across Member Operations to deliver strong, consistent member outcomes
* Ensure delivery of services in line with Defence Bank's risk, compliance and governance frameworks, including APRA prudential standards and ASIC requirements
* Lead and develop a team of leaders, fostering a high-performance, accountable and member-centric culture
* Drive operational excellence, including process efficiency, service quality and cost discipline
* Monitor and report on key operational metrics (including service, risk and people indicators), proactively addressing emerging issues
* Partner with Risk, Compliance and other business units to ensure operational resilience and effective control environments
* Lead and embed continuous improvement initiatives, leveraging data and insights to enhance both member experience and operational performance
Desired Skills and Experience
* Significant experience in operations leadership within banking, financial services or a regulated environment
* Demonstrated capability in leading multi-disciplinary teams, with a strong coaching mindset
* Strong understanding of operational risk, compliance and regulatory expectations
* A track record of driving process improvement, efficiency and service excellence
* Highly developed stakeholder management skills, with the ability to influence at senior levels
* A pragmatic, solutions-focused approach with sound judgement and decision-making capability
* Experience in member/customer-centric organisations will be highly regarded
Defence Bank is committed to providing equal opportunities for employment and seek to have a team that reflects our diverse community. We encourage anyone interested in our role and a career at Defence Bank to apply. All successful candidates will be required to complete employment checks prior to an offer of employment. Whilst we value and appreciate the time and effort you made to apply for this position, only short-listed applicants with Australian Working Rights will be contacted to discuss their application. Applications will be reviewed as they are received, and the position may close at any time once a suitable candidate is identified. We encourage interested applicants to submit their applications promptly.
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