Description Set direction for banking ops, payments, collections, and process optimisation Lead a diverse team to uplift customer and performance outcomes Flexible work and strong community impact at a member-owned bank About the role Reporting to the Chief Operations Officer, you’ll lead the strategy, performance, and delivery of Transaction & Banking Services, covering banking operations, customer assist/collections, payments, and process optimisation. You’ll shape operating models, embed strong risk culture, and deliver efficient, customer-focused services across channels. You will partner with stakeholders across the business to improve experiences, optimise performance, and lead transformation initiatives that enhance capability and customer outcomes. Specifically, this will include: Developing and executing strategy and operating model Leading risk, compliance, and governance outcomes Managing budgets, resources, and workforce planning Improving servicing, processing, and payments lifecycle Driving digitisation, automation, and continuous improvement Partnering with stakeholders and vendors to deliver outcomes Leading performance frameworks and transformation pipeline About you You’re a collaborative leader who builds trust, communicates clearly, and influences across stakeholders. You bring strong emotional intelligence, develop high-performing teams, and foster accountability, innovation, and customer focus while navigating complexity with resilience and adaptability. Additionally we seek: Senior leadership experience in banking/financial services Strong retail banking, risk, and regulatory knowledge Proven delivery of customer-centric transformation Skilled in strategy, stakeholder engagement, and analytics-led decision making Applicants must satisfy one of the knowledge and skills pathways outlined in ASIC Regulatory Guide 105 to be suitable for and maintain Responsible Manager status. Come and work with a team that values your unique perspective, contribution, career development and growth. 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. Extend 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 contact 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 you like what you've read and we sound like a good fit, we'd love to hear from you - click on the apply button 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. We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.
