Everyday Banking Leader: Member Experience & Operations

Communityfirst; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Community First Bank, a member-owned Australian bank, is seeking a Head of Everyday Banking to lead frontline operations across branches, customer care and contact centre. Reporting to the Chief Customer Officer, you will ensure consistent, trusted service while driving sustainable growth and regulatory compliance.

This role emphasises people leadership, process improvement and risk management, with a focus on member outcomes, channel adoption and community presence across Sydney and surrounding

Qualifications

• Senior leadership experience in retail banking and customer operations.
• Experience leading large frontline teams across multiple channels.
• Strong understanding of Australian banking obligations, risk controls, complaints handling and conduct.
• Proven ability to drive service and operational improvements.
• Knowledge of mutual or customer-owned banking models is a plus.

Responsibilities

• Lead the branch network, customer care and contact centre to deliver simple, consistent and member-centred everyday banking experiences.
• Set and embed service standards, complaint resolution and quality assurance routines.
• Deliver growth targets for deposits, transactions, retention, referrals and cost efficiency.
• Ensure day-to-day operations are well controlled, efficient and scalable.
• Maintain first-line risk management across customer interactions, privacy and AML/CTF.
• Develop a capable, values-led team with coaching and succession planning.
• Strengthen the bank's presence in communities and uphold mutual purpose.
• Support digital service adoption while ensuring access for members needing human support.
• Partner with leaders to translate strategy into practical plans.

Skills

Senior Leadership

Retail Banking

Customer Operations

Change Management

Channel Management

Education

Extensive tertiary qualification in business, finance, management or related discipline

Postgraduate qualification in business, leadership, finance or customer experience

Job description

Community First Bank, a member-owned Australian bank, is seeking a Head of Everyday Banking to lead frontline operations across branches, customer care and contact centre. Reporting to the Chief Customer Officer, you will ensure consistent, trusted service while driving sustainable growth and regulatory compliance.

This role emphasises people leadership, process improvement and risk management, with a focus on member outcomes, channel adoption and community presence across Sydney and surrounding