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Come and work with a team that values your unique perspective, contribution, career development, and growth.
About the role – Permanent, full-time
We're looking for a passionate and driven Senior Leader to take the reins of a critical leadership role at People First Bank. This position will oversee collections, hardship, enforcement, and quality control, shaping the strategy and direction of these functions to ensure we remain not only compliant with evolving regulatory obligations but also at the forefront of delivering exceptional customer experiences. As we navigate a period of significant transformation—including the exciting challenge of merging two banks—you will bring deep expertise in collections and relevant legislation, along with a proven ability to lead through change. This is an opportunity to make a real impact, balancing operational excellence with empathetic customer care during moments that matter.
Key responsibilities include:
1. Guide the leadership team in the effective management and delivery of critical operational support across collections, hardship, enforcement, and quality assurance.
2. Ensure the quality of the entire customer journey within all aspects of the department. Develop end-to-end assurance strategies and tools to ensure customer-centric practices are embedded as a critical component of team culture.
3. Maintain overall responsibility for operations systems management, risk mitigation, workforce planning, resource management, analytical, and reporting obligations.
4. Maintain regulatory requirements on behalf of the Department, championing responses to Legal & Compliance requests and the completion of required regulatory, prudential, and legislative obligations.
About you:
You're a seasoned leader with extensive management experience and a strong track record in collections, bringing a clear understanding of the operational, regulatory, and customer aspects of the role. You offer steady guidance and support to peers and Team Managers, promoting a culture of high performance, collaboration, accountability, and continuous improvement. With proven experience managing collections functions, you understand the importance of aligning operational decisions with the full end-to-end process, ensuring efficiency and compliance, working to achieve the best outcome for both the customer and business. Comfortable leading through change, you bring a thoughtful and structured approach to challenges—particularly during times of transformation such as a bank merger—fostering stability, alignment, and a clear vision for the future.
Location:
Whilst our primary office locations are across Adelaide, Brisbane, and Toowoomba, we are pleased to be able to consider applications from employees within Australia for this role. We also encourage you to put thought into how the work may be undertaken given your location and what support you may require.
Why you'll love working with us:
People First Bank – our new brand – says exactly what we're all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.
You'll have access to financial and lifestyle benefits to support your success and individuality:
* Flexibility and hybrid working arrangements.
* Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
* Advance your career with training, study support, and project opportunities.
* Competitive leave benefits that empower employees to take time for themselves and loved ones.
* Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' program.
* Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
* Be recognised for your contributions through our peer-driven recognition program.
A bit about People First Bank:
In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre, and branches across five states.
With a vision 'To deliver positive change through banking', People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We're big enough to make an impact; but agile enough to influence and do interesting work.
Apply online now:
If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by COB Tuesday 20th 2025.
We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to participate equitably in our selection process.
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