Branch Lead & Coach — Elevate Member Experience

TEACHERS MUTUAL BANK; Penrith; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Permanent role

70-hour fortnight

Coaching opportunity

Meaningful work

Job summary

Teachers Mutual Bank Limited is seeking a Branch Lead in Penrith to guide a branch team in delivering trusted service and positive outcomes for members. The role blends hands-on member service with coaching, sound judgement and practical leadership in a purpose-led banking environment.

You'll act as the second-in-charge to the Branch Manager, supporting risk management, daily operations and a culture of compliance while fostering staff development and member confidence.

Qualifications

• Previous supervisory or day-to-day team leadership experience.
• Experience in retail banking or financial services.
• Confidence handling complaints and complex member or customer enquiries.
• Ability to recognise operational risks and identify team training needs.
• Clear communication, coaching and organisational skills.
• FSR Tier 2 accreditation, or evidence of previous accreditation and willingness to complete any required accreditation process.

Responsibilities

• Support the Branch Manager to oversee daily operations and maintain consistent, member-focused service.
• Coach and guide team members, identify training needs and encourage knowledge sharing.
• Resolve member complaints and complex enquiries with care, accuracy and sound judgement.
• Review operational risks, including high-value transactions, scam concerns and Power of Attorney matters.
• Help ensure security, safety, audit, compliance and documentation requirements are followed.
• Keep the team informed about relevant products, services, processes and operational updates.

Skills

Supervisor experience

Retail banking

Complaint handling

Risk awareness

Coaching & communication

FSR Tier 2 accreditation

Job description

Teachers Mutual Bank Limited is seeking a Branch Lead in Penrith to guide a branch team in delivering trusted service and positive outcomes for members. The role blends hands-on member service with coaching, sound judgement and practical leadership in a purpose-led banking environment.

You'll act as the second-in-charge to the Branch Manager, supporting risk management, daily operations and a culture of compliance while fostering staff development and member confidence.