Head of Member Support & Care Operations

Beyond Bank Australia; Sydney; Hybrid; AUD 220,000 - 300,000; Full time

Benefits offered by this job

3 paid work-life balance days

Paid community volunteer days

Employee discounts and wellbeing

Job summary

Beyond Bank Australia is seeking a Head of Member Support to lead Collections, Hardship, Recoveries and Deceased Estates with strategic direction, operational excellence and strong people leadership. The role drives service quality, risk management and regulatory compliance across the function, collaborating with Lending, Risk, Legal and Operations to achieve positive member outcomes.

The position emphasizes a member-first approach, empathy in challenging circumstances, and ongoing process

Qualifications

• Significant leadership experience in regulated financial services.
• Experience in collections, hardship, recoveries or lending operations.

Responsibilities

• Lead collections, hardship and recoveries functions with focus on continuous improvement.
• Champion a member-first, empathetic approach for vulnerable customers.
• Oversee deceased estates, hardship and complex cases with regulatory compliance.
• Drive governance, risk management and compliance across the function.
• Lead and develop a high-performing team and manage stakeholder outcomes.
• Partner with Lending, Risk, Legal and Operations to resolve complex matters.

Skills

Leadership experience

Stakeholder management

Analytical thinking

Change management

People leadership

Regulatory compliance

Job description

Beyond Bank Australia is seeking a Head of Member Support to lead Collections, Hardship, Recoveries and Deceased Estates with strategic direction, operational excellence and strong people leadership. The role drives service quality, risk management and regulatory compliance across the function, collaborating with Lending, Risk, Legal and Operations to achieve positive member outcomes.

The position emphasizes a member-first approach, empathy in challenging circumstances, and ongoing process