Head of Member Support & Recovery

Bey; Canberra; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Additional paid days off

Volunteer days

Employee discounts

Flexible work environment

Career development

Job summary

Beyond Bank is seeking a Head of Member Support to lead the collections, hardship, recoveries and deceased estates functions. You will guide a high‑performing team with empathy, fairness and strong governance to deliver sustainable portfolio performance and compliant operations.

In this senior role, you will drive continuous improvement, partner with Lending, Risk and Legal, and ensure member outcomes remain central to all decisions across diverse portfolios.

Qualifications

• Significant leadership experience in collections, hardship, recoveries, and lending within a regulated financial services environment.
• Experience with deceased estates and regulatory compliance is preferred.
• Strong knowledge of NCCP, ASIC guidance and Banking Code of Practice.
• Ability to develop and execute strategies delivering member outcomes while managing risk and governance.
• Proven ability to lead through change and build high-performing teams.
• Analytical, commercially minded with ability to interpret portfolio performance and drive improvements.

Responsibilities

• Lead Beyond Bank's collections, hardship and recoveries functions to deliver strong portfolio performance and positive member outcomes.
• Champion a member-first approach for vulnerable customers and complex cases.
• Oversee End-to-End Deceased Estates leadership with accurate, empathetic handling of estate matters.
• Ensure regulatory compliance and robust governance across estate, hardship and collections activities.
• Drive operational excellence, workflow management and continuous improvement to reduce risk and improve efficiency.

Job description

Beyond Bank is seeking a Head of Member Support to lead the collections, hardship, recoveries and deceased estates functions. You will guide a high‑performing team with empathy, fairness and strong governance to deliver sustainable portfolio performance and compliant operations.

In this senior role, you will drive continuous improvement, partner with Lending, Risk and Legal, and ensure member outcomes remain central to all decisions across diverse portfolios.