Head of BPO Quality and Performance Management
Closing date: 14th of June 2026
Shape the future of our outsourced operations by driving uncompromising quality and performance across our strategic partnerships within Bendigo Bank. In this critical senior leadership role, you will establish and lead our Quality Management Framework across all outsourced operations, ensuring the highest standards of quality, compliance, and performance. You will champion a culture of zero surprise operations and continuous improvement, providing assurance to the Executive team, Board, and regulators that risks are mitigated and partner performance is expertly managed.
You will be part of the Operational Excellence and Partner Performance Team within our Customer Enablement Division, focused on uplifting and maintaining operational performance by embedding an accountable performance culture.
What You Will Be Doing
* Design and implement an enterprise Quality Management Framework aligned with APRA requirements and ISO 9001 best practices.
* Lead the independent QA function, conducting risk‐based sample checks on partner outputs to validate service quality and QC effectiveness.
* Define and monitor KPIs and SLAs, and develop executive dashboards that translate complex data into clear views of quality, risk, and improvement trends.
* Lead quality governance forums with the BPO partner, driving accountability, managing escalations, and ensuring adherence to contractual and regulatory obligations.
* Use data‐driven insights to identify systemic issues, oversee root cause analysis, and implement corrective and preventive actions.
* Build, coach, and lead a high‐performing team of quality and performance specialists.
About You
You are a recognized expert in quality management and outsourcing governance within a highly regulated environment, with a pragmatic, commercial approach to continuous improvement.
To be successful in this role, you will need:
* 10+ years of senior experience in vendor management, service delivery, or outsourcing governance within a complex financial services environment.
* Proven success in building, leading, and operationalising quality assurance functions.
* Deep understanding of banking operations, risk management, and regulatory frameworks (specifically APRA CPS 231 and CPS 230).
* Exceptional analytical skills with a proven ability to influence senior stakeholders, executives, and external partners.
* Demonstrated leadership experience in building and managing high‐performing teams.
Desirable but not essential
* Tertiary qualifications in Business, Finance, or a related field (Postgraduate/MBA highly regarded).
* Certifications in quality management or process improvement (e.g., Lean Six Sigma Master Black Belt, Certified Quality Manager, ISO 9001 Lead Auditor).
Benefits
This full‐time, permanent opportunity is based in any of our head office locations. We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader to find a rhythm that works best for you and your team. Working in the office some of the time facilitates learning, connection, and effective collaboration, especially for key activities such as team days, 1:1s, and town halls.
We are committed to diversity and equity in our workforce and encourage applicants from all backgrounds to apply.
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