Chief of Frontline Banking & Member Experience

Community First Bank; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Community First Bank is seeking a Head of Everyday Banking to lead frontline service operations across the branch network, customer care and contact centre. Reporting to the Chief Customer Officer, the role ensures trusted, efficient service while pursuing sustainable growth and regulatory compliance.

You will optimise channel performance, improve member experience, strengthen community presence and guide teams within the bank’s mutual purpose and risk appetite.

Qualifications

• Extensive senior leadership experience in retail banking.
• Experience leading large frontline teams delivering customer, commercial, risk and operational outcomes.
• Strong understanding of Australian banking obligations, risk controls, privacy and conduct requirements.

Responsibilities

• Channel leadership: lead branch network, customer care and contact centre to deliver simple, consistent, member-centred experiences.
• Member experience: set service standards and complaint resolution practices to build trust and advocacy.
• Business performance: drive deposits, retention, referrals and cost efficiency against targets.
• Operational excellence: ensure efficient, scalable day-to-day operations with processes and rostering.
• Risk and compliance: maintain first-line risk management, privacy, AML/CTF, and conduct requirements.

Skills

Senior leadership

Retail banking operations

Staff coaching

Customer service culture

Change management

Education

Bachelor’s degree or equivalent in business/finance/management

Job description

Community First Bank is seeking a Head of Everyday Banking to lead frontline service operations across the branch network, customer care and contact centre. Reporting to the Chief Customer Officer, the role ensures trusted, efficient service while pursuing sustainable growth and regulatory compliance.

You will optimise channel performance, improve member experience, strengthen community presence and guide teams within the bank’s mutual purpose and risk appetite.