Head of Member Operations & Fulfilment

Bey; Adelaide; On-site; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Extra leave days

Volunteer days

Employee discounts

Flexible working environment

Career development

Job summary

Beyond Bank, a leading Australian mutual bank, seeks a Head of Member Operations and Fulfilment to lead lending fulfilment, member operations and service delivery across the organisation. You will guide a high-performing team to drive operational excellence, improve member outcomes and steer transformation through people, process, technology and data.

Reporting to the COO, you will set standards, targets and escalation pathways, oversee risk and compliance, and develop a strategy aligned to

Qualifications

• Proven experience leading large operational teams in banking/financial services.
• Strategic leader balancing excellence with transformation and growth.
• Strong understanding of governance, compliance and regulatory obligations.

Responsibilities

• Lead Member Operations and Fulfilment to deliver efficient, member-focused services.
• Set service standards, performance targets and escalation pathways.
• Drive improvements in turnaround times, productivity and service reliability.
• Develop and execute the strategy and roadmap aligned to objectives.
• Lead transformation initiatives to simplify processes and reduce complexity.
• Provide leadership across Loan Fulfilment, Salary Packaging and Community Operations.

Skills

Operational leadership

Strategic thinking

Stakeholder management

People leadership

Regulatory knowledge

Lending fulfilment

Education

Bachelor's degree in Business/Finance

Job description

Beyond Bank is one of Australia's largest, 100% member-owned mutual banks with a credit union heritage. We provide personal, business and community banking to more than 300,000 members and operate over 50 branches nationally.

Our vision is to create better lives by caring for our members and communities.

Beyond Bank is a Certified B Corp, meeting high standards of social and environmental impact. We are proud to use our business to drive positive outcomes that benefit our members, communities and people.

Beyond Bank values ofMember Obsession, Empowering Communities, Shared Ambition and Championing Sustainabilityare integral to all that we do and are the standards to which we hold ourselves. The way we work is also demonstrated by the behaviours that we are accountable to uphold:Own It, Call it Out, Be Respectful, Bring Your A Game, Make A Difference and Right Things Right Way.

Job Description

The role

Reporting to the Chief Operating Officer, the Head of Member Operations and Fulfilment is a key leadership role responsible for lending fulfilment, member operations and service delivery across the organisation. You'll lead a high-performing team to deliver exceptional member outcomes, drive operational excellence, and shape the future of our operations through continuous improvement, technology and innovation.

Balancing day-to-day performance with strategic transformation, you'll bring together people, process, technology and data to improve efficiency, service quality and member experience, while supporting sustainable growth and strong governance.

In this role, you will

• Lead Member Operations and Fulfilment to deliver consistent, efficient and member-focused operational services.
• Set and maintain service standards, performance targets, workflow disciplines and escalation pathways across all operational functions.
• Drive improvements in turnaround times, productivity, quality, member outcomes and service reliability.
• Develop and execute the Member Operations and Fulfilment strategy and roadmap aligned to corporate objectives.
• Lead transformation initiatives that simplify processes, reduce complexity and improve service delivery.
• Provide visible and effective leadership across Member Operations and Fulfilment including Loan Fulfilment, Salary Packaging, Community Operations, creating a high-performing and member-centric culture.
• Build leadership capability through coaching, development, succession planning and talent management.
• Ensure risks, controls and regulatory and compliance obligations are effectively understood, monitored and managed across Member Operations and Fulfilment.

Qualifications

About you

• You have proven experience leading large, complex operational teams within banking or financial services, with accountability for performance, service delivery and business outcomes.
• You are a strategic and commercially minded leader who can balance operational excellence with transformation, continuous improvement and growth.
• You have a strong understanding of operational risk, governance, compliance and regulatory obligations within a highly regulated environment.
• You have exceptional people leadership skills, with a track record of leading leaders, building capability and fostering high-performing teams.
• You are highly effective at influencing and partnering with Executive stakeholders, translating strategy into measurable outcomes.
• You have experience across lending fulfilment, member operations or related operational functions, with a focus on driving service excellence and continuous improvement.

Additional Information

See yourself in our team

You will be a group of dedicated professionals who work tirelessly to provide exceptional support to our members. Whether you are working face-to-face, online, or over the phone, you will be committed to ensuring that our members receive the best possible experience with our company.

Why work for Beyond Bank?

We welcome candidates who reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for our roles. Beyond Bank is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or modifications for accessibility to our locations, please contact us at [e-mail]

There are even more benefits:

• Additional 3 paid work-life balance days
• Paid community volunteer days to support community organisations across Australia
• Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more
• A flexible and diverse working environment
• Career development opportunities, training and coaching

By joining Beyond Bank, you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference, we would love to hear from you.

What does our recruitment process look like?
The process can include a phone screen, video screen, virtual or face-to-face interview, psychometric testing, and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.

To find out more about Beyond Bank visit beyondbank.com.au

As a Certified B Corp, we use our business as a force for good.