Head of Member Care & Support

Beyond Bank Australia; Canberra; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

3 paid work-life balance days

Volunteer days to support community

Employee discounts and wellbeing

Flexible and diverse working环境

Career development opportunities

Job summary

Beyond Bank is seeking a Head of Member Support to lead collections, hardship, recoveries and deceased estates with empathy and a focus on compliant, performance-driven outcomes.

You will drive strategic direction, operational excellence and people leadership across a large, regulated lending environment, partnering with Lending, Risk, Legal and Operations to deliver superior member outcomes.

Qualifications

• Significant leadership experience in collections, hardship, recoveries or lending within a regulated financial services environment.
• Experience with deceased estates and regulatory service standards.
• Knowledge of NCCP, ASIC guidance, Banking Code of Practice and related obligations.
• Proven ability to develop and execute collections/ hardship strategies delivering strong member outcomes while managing risk and governance.
• Empathetic, empowering people leader with track record of building high-performing teams.
• Strong analytical and commercial acumen with portfolio performance insight and stakeholder influence.

Responsibilities

• Lead collections, hardship, recoveries and deceased estates functions delivering strong portfolio performance and positive member outcomes.
• Champion a member-first approach ensuring fair, personalised support for vulnerable customers.
• Drive regulatory compliance, risk management and governance across all member‑support activities.
• Deliver operational excellence through workflow management, process improvements and automation.
• Lead, coach and develop a high‑performing team and manage key stakeholder relationships.
• Act as senior escalation point for estate representatives, solicitors and internal stakeholders.

Skills

Leadership

Collections

Hardship

Recoveries

Regulatory compliance

Risk management

Stakeholder management

People leadership

Analytical thinking

Job description

Beyond Bank is seeking a Head of Member Support to lead collections, hardship, recoveries and deceased estates with empathy and a focus on compliant, performance-driven outcomes.

You will drive strategic direction, operational excellence and people leadership across a large, regulated lending environment, partnering with Lending, Risk, Legal and Operations to deliver superior member outcomes.