Head Of Member Operations

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Introduction:
About us.

A unique life requires a unique bank.

Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 50 years. With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.

The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.

Winner of the Best Reward & Recognition program 2024 and a finalist for Employer of Choice 2024, it is not only our employees who think our bank is truly one of the best places to work.

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

Skills and Experiences:
What You’ll Bring.

You are an experienced Operations leader with strong financial services expertise and a proven ability to lead through complexity and change.

You bring:
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.

We count on you. And you can count on us.

Why Defence Bank?

Join a member-focused organisation driving digital transformation in a dynamic industry.

Develop and implement the bank’s service provider management system

Champion innovation and influence the future of Australian banking technology.

Interested? We'd like to hear from you. Click to apply.

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.