Head of Everyday Banking & Member Experience

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

Job summary

Community First Bank in Sydney seeks Head of Everyday Banking to lead frontline service across branches, customer care and the contact centre. The role ensures members receive simple, trusted, and efficient service across everyday banking channels while driving sustainable growth, discipline and compliance.

You will partner with Product, Digital, Marketing, Risk, Compliance, Operations, Technology, People and Culture, and Finance to align member needs, service standards and transformation

Qualifications

• Extensive senior leadership experience in retail banking or related operations.
• Proven ability to lead large frontline teams and deliver customer, commercial, risk and operational outcomes.
• Strong understanding of Australian banking obligations, risk controls, complaints handling and conduct expectations.
• Proven ability to lead change and embed consistent ways of working across multiple channels.
• Relevant tertiary qualification in business, finance, management or related discipline, or equivalent practical experience.

Responsibilities

• Channel leadership: Lead the branch network, customer care and contact centre to deliver simple, consistent, member-centred everyday banking experiences.
• Member experience: Set and embed service standards, complaint resolution practices and quality assurance routines.
• Business performance: Deliver targets for deposits, transaction accounts, retention, referrals and cost efficiency.
• Operational excellence: Ensure day-to-day operations are well controlled, efficient and scalable with procedures and rostering.
• Risk and compliance: Maintain first-line risk management across customer interactions and privacy, AML/CTF and conduct requirements.
• People leadership: Build an engaged, capable team with coaching, succession planning and safety focus.
• Community and mutual purpose: Strengthen bank presence and demonstrate values and stewardship.
• Digital and channel adoption: Support digital adoption while preserving access to human support.
• Stakeholder management: Translate customer strategy into practical plans across functions.
• Change leadership: Lead change with clear communication and adoption measures.

Skills

Senior leadership

Retail banking ops

Channel strategy

Risk & compliance

Change management

Education

Tertiary qualification in business/finance

Job description

Community First Bank in Sydney seeks Head of Everyday Banking to lead frontline service across branches, customer care and the contact centre. The role ensures members receive simple, trusted, and efficient service across everyday banking channels while driving sustainable growth, discipline and compliance.

You will partner with Product, Digital, Marketing, Risk, Compliance, Operations, Technology, People and Culture, and Finance to align member needs, service standards and transformation