Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks. The Implementation Coordinator is responsible for supporting the delivery of strategic and operational initiatives across the Customer Support & Recoveries teams. This role ensures that projects, process improvements, audit and regulatory changes are implemented effectively, with a strong focus on customer outcomes, compliance, operational efficiency and improvement. Why join us We have big plans to become Australia’s leading purpose-driven bank. As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose. Every role and person in our bank is essential to bringing our values, purpose and aspiration to life. We offer flexible working options, competitive salary and 14% super. Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships. We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave. We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours. We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community. We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation. What you will be doing Lead and coordinate CS&R projects and initiatives, ensuring timely delivery and effective stakeholder engagement. Prepare accurate monthly reporting packs with insights and recommendations to support strategic decisions. Represent CS&R in cross-functional projects, advocating for divisional priorities and customer outcomes. Collaborate with internal teams (Digital, CRM, Credit Risk, Finance) to drive compliance uplift and enhance customer experience. Identify and implement process improvements that streamline operations and improve efficiency. Communicate key changes, decisions, and project progress clearly to stakeholders, promoting transparency and alignment. Support development of automation and communication tools to improve collaboration and customer engagement. Manage CS&R testing environment and exception reporting, ensuring timely issue resolution. Provide leadership to the Implementation team (1–2 members), fostering a high-performance culture and managing performance. Maintain policy and audit frameworks aligned with regulatory requirements (ABA, COBA, BCCC). Advise on compliance matters to ensure CS&R activities meet regulatory and internal standards. What you will bring Proven experience in project coordination or implementation within financial services or customer operations. Strong understanding of banking codes, debt collection guidelines, credit legislation, and risk management practices. Excellent communication skills (verbal and written) with the ability to engage stakeholders effectively. Well-developed problem-solving and critical thinking skills, with a proactive approach to finding solutions. Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. High proficiency in Microsoft Office and related technology tools. Demonstrated leadership capability and ability to foster collaboration within a team. Resilient, adaptable, and customer-focused, with a commitment to continuous learning. Relevant tertiary qualifications (Graduate Certificate or above) or completion of courses in finance, banking, risk management, or project management. Commitment to Bank Australia’s purpose, values, and B Corp ethos. By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.
