Performance Lead

Bendigo And Adelaide Bank; Melbourne; Híbrido; AUD 140.000 - 180.000; Tempo integral

Benefícios oferecidos por esta vaga

Flexible work options

Hybrid work model

Minimum head office attendance when/as

Resumo da vaga

Bendigo Bank is seeking a Performance Lead to manage and uplift the end-to-end performance of our partner ecosystem. You will transform complex data into actionable intelligence, driving quality, risk and customer outcomes.

In this hybrid, full-time role, you will lead dashboards, KPI monitoring, and continuous improvement initiatives across our BPO engagements, ensuring regulatory alignment and strong stakeholder collaboration.

Qualificações

• Bachelor’s degree or equivalent in business, commerce, banking or finance.
• Lean Six Sigma Green Belt or higher preferred.
• Experience with third-party risk management (TPRM) or operational resilience is advantageous.

Responsabilidades

• Develop and maintain a consolidated performance framework to monitor strategic partner performance against KPIs, SLAs and regulatory obligations.
• Lead design of predictive indicators and executive dashboards to translate data into strategic insights for senior leadership.
• Collaborate with business and partner teams to optimise workflows and identify productivity improvements.
• Coach stakeholders on metric hygiene, performance disciplines and mutual accountability.
• Act as advisor to internal leaders and external partners, promoting transparency and continuous improvement.
• Ensure outsourced performance practices align with Australian banking regulations and 3LoD model.

Conhecimentos

BPO & Partner governance

Analytics & insight translation

Banking & operational acumen

Regulatory & risk literacy

Influence without authority

Continuous improvement discipline

Formação

Bachelor's degree in business/commerce/banking/finance

Lean Six Sigma Green Belt

TPRM or operational resilience certifications

Ferramentas

Data visualization tools

Descrição da vaga

“It begins at Bendigo Bank”

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

It starts here. With Bendigo Bank… and you.

About the Role

Are you a data-driven performance expert passionate about driving operational excellence? Join us at Bendigo and Adelaide Bank and make a real impact!

We are seeking an experienced and proactive Performance Leadto join our Strategic Partnerships and Service Management team.

In this pivotal role, you will be at the heart of our BPO partner ecosystem, responsible for overseeing and uplifting the end to end performance of our partners.

As a performance strategist and trusted advisor, you will transform complex data into actionable intelligence, helping our partners deliver against agreed quality, risk and compliance standards and improve outcomes for our customers.

What You’ll Do

• Drive performance: Develop and maintain a consolidated performance framework to monitor and assess strategic partner performance against KPIs, SLAs and regulatory obligations.

• Performance Intelligence & Executive Dashboards: Lead the design of predictive lead and lag indicators to monitor partner health, identifying emerging issues before they impact operations. You will translate complex datasets into high-impact executive dashboards and actionable narratives, providing senior leadership with the strategic insights needed to drive continuous improvement.

• Continuous Improvement & Innovation: Work collaboratively with business and partner teams to continually optimise workflows and identify productivity improvement opportunities.

• Coaching & Capability Uplift: Working with key stakeholders, coach both partner team leaders and internal stakeholders on metric hygiene, performance disciplines, and mutual accountability.

• Strengthen Partnerships: Act as a key advisor to both internal leaders and external partners, fostering a culture of transparency, accountability, and continuous improvement.

• Regulatory & Operational Resilience: Ensure all outsourced performance practices uphold strict alignment with Australian banking regulations, the Three Lines of Defence (3LoD) model, and APRA CPS 230 (Operational Resilience) standards.

• Value & Benefits Realisation: Collaborate with Finance and business owners to validate efficiency outcomes and distinguish released operational capacity from realised financial savings.

What You’ll Bring

• Proven BPO & Partner Governance Experience: Practical background working directly with major global BPO service providers (e.g., Genpact, Accenture) or managing scaled outsourced operations.

• Analytics & Insight Translation: Demonstrated ability to synthesize high-volume, disparate data sources into clear executive insights, reporting packs, and strategic decision-making tools.

• Banking & Operational Acumen: Strong familiarity with retail banking workflows, customer contact centres, lending/mortgage origination, or customer remediation operations.

• Regulatory & Risk Literacy:Solid grounding in Australian financial services governance, operational risk frameworks (3LoD), and prudential standards, particularly APRA CPS 230.

• Influence Without Authority: Exceptional stakeholder management and negotiation skills, capable of constructively challenging partner executives while nurturing a high-trust, collaborative working relationship.

• Continuous Improvement Discipline:Practical experience applying root cause analysis and structured methodologies (such as Lean Six Sigma) to eliminate operational bottlenecks and drive sustained productivity.

• Qualifications: Bachelor's degree in business, Commerce, Banking, Finance, or a related discipline (or equivalent practical industry experience).

• Desirable: Lean Six Sigma certification (minimum Green Belt); formal certifications or training in Third-Party Risk Management (TPRM) or Operational Resilience; relevant industry memberships (e.g., Governance Institute of Australia, IAOP).

We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This role is full time permanent role based in any of our head office locations.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

So, what are you waiting for? Come and join the better big bank!