Operations Team Leader: Customer Excellence & Change

People First Bank; City of Brisbane; Hybrid; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Hybrid working arrangements

Salary discounts on banking health

Training & development opportunities

Wellbeing support

Job summary

People First Bank is seeking an experienced Team Manager to lead a high-performing operational team, driving service excellence, capability, and performance in a fast-paced, regulated environment. The role focuses on building engaged teams and improving customer outcomes.

Reporting to the Senior Leader, Lending Assessment, you will oversee service quality, risk management, and change initiatives, embedding new processes and driving continuous improvement with a customer-first mindset.

Qualifications

• Proven experience leading and developing high-performing teams.
• Track record delivering operational excellence and customer outcomes.
• Strong coaching, performance management and stakeholder engagement skills.

Responsibilities

• Lead, coach, and develop a high-performing team with accountability and collaboration.
• Drive service, quality, productivity and customer outcomes through workforce/workflow management.
• Provide clear risk, quality and compliance ownership within the team.
• Translate strategic priorities into actionable processes and changes across systems and ways of working.
• Use data and performance metrics to identify opportunities and improve performance.
• Champion customer excellence while complying with governance and regulatory requirements.

Skills

Team leadership

Operational excellence

Stakeholder engagement

People development

Job description

People First Bank is seeking an experienced Team Manager to lead a high-performing operational team, driving service excellence, capability, and performance in a fast-paced, regulated environment. The role focuses on building engaged teams and improving customer outcomes.

Reporting to the Senior Leader, Lending Assessment, you will oversee service quality, risk management, and change initiatives, embedding new processes and driving continuous improvement with a customer-first mindset.