Branch Lead - Penrith

Teachers Mutual Bank; Penrith City Council; On-site; AUD 110,000 - 140,000; Full time

Job summary

Teachers Mutual Bank is seeking a Branch Lead in Penrith to oversee daily branch operations, coach staff and deliver exceptional member service. You will act as a deputy to the Branch Manager, driving operational standards, risk controls and smooth day-to-day activities.

The role combines hands-on service with leadership and sound judgement in a purpose-driven banking environment, based at the Penrith branch.

Qualifications

• Requires supervisory or day-to-day team leadership experience.
• Experience in retail banking or financial services.
• Confidence handling complaints and complex member enquiries.
• Ability to recognise operational risks and identify training needs.
• Clear communication, coaching and organisational skills.
• FSR Tier 2 accreditation, or willingness to obtain it.

Responsibilities

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

Skills

Supervisory experience

Retail banking

Complaint handling

Operational risk awareness

Coaching

Communication

FSR Tier 2 accreditation

Microsoft Office

Tools

Microsoft Office

Job description

Branch Lead - Penrith

Permanent full-time

Use your retail banking experience to help a branch team deliver trusted service and positive outcomes for members. As Branch Lead, you'll be a dependable operational partner to the Branch Manager, helping the team respond confidently to member needs, manage risk and maintain smooth day‑to‑day operations. This is an opportunity to combine hands‑on member service with coaching, sound judgement and practical leadership in a purpose‑led banking environment.

Why the role matters

Members rely on the branch team for clear guidance, accurate service and support when their banking needs become more complex. You'll help create that experience while strengthening operational standards, supporting team capability and identifying potential risks early.

The position has no direct reports, but you'll provide day‑to‑day guidance and act as a reliable second‑in‑charge to the Branch Manager.

What you'll gain

• A permanent, full-time role based at the Penrith branch.
• A 70-hour fortnight with a monthly rostered day off.
• The opportunity to broaden your coaching, operational leadership and risk capability.
• Meaningful work supporting members and helping colleagues build confidence.

What you'll do

• 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.

What you'll bring

Essential

• 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.
• The 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.

Nice to have

• Consumer lending experience.
• Experience supporting safety, security, audit or operational control processes.
• Intermediate Microsoft Office skills and accurate data‑entry capability.
• Experience supporting change or procedural improvement within a branch environment.

Why TMBL

At TMBL, you'll have the opportunity to combine member advocacy with practical branch leadership. Your judgement, care and coaching will help members feel supported while enabling the team to deliver accurate, compliant and reliable service.

About TMBL

Teachers Mutual Bank Limited is one of Australia's largest mutual banks.

For 60 years, we've been helping Australians achieve their financial goals while staying true to our purpose: banking for good.

As a 100% member‑owned bank, our profits are reinvested to benefit our members, communities and the causes that matter most. Our commitment to social and environmental impact is embedded in everything we do - from the products and services we offer to the way we support our people and communities.

We're proud to be a Certified B Corp, reflecting our commitment to high standards of social and environmental performance, transparency and accountability.

Across our five retail brands, we support more than 280,000 members, including many working in education, emergency services and healthcare — people who make a difference in communities every day.

When you join our bank, you'll become part of a values‑led organisation where passion, excellence, growth and sustainability guide the way we work. Together, we're creating an inclusive culture, delivering great member experiences, and proving that banking can be a force for good.