Team Manager, Lending Assessment

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

As we continue to evolve and transform, we're looking for an experienced and inspiring Team Manager to lead a high-performing operational team, driving service excellence, team capability, and operational performance. This is an exciting leadership opportunity for a people-focused leader who thrives in a fast-paced, regulated environment and is passionate about building engaged teams, and improving customer outcomes.

About the Role

Reporting to the Senior Leader, Lending Assessment, you'll be responsible for leading a team that delivers critical operational outcomes across service, quality, efficiency, and risk management. You'll foster a culture of accountability, engagement, and continuous improvement while ensuring your team consistently meets performance expectations and delivers exceptional customer experiences.

You’ll also play a key role in embedding change initiatives, enhancing team capability, and driving operational effectiveness through strong leadership, performance management, and a customer-first focus.

Your key responsibilities will include:

• Lead, coach, and develop a high-performing team while fostering a culture of accountability, collaboration, and continuous improvement.
• Drive operational performance across service, quality, productivity, and customer outcomes through effective workforce and workflow management.
• Provide clear Line 1 accountability for risk management, quality, and compliance within the team.
• Translate strategic priorities into clear actions, embedding new processes, systems, and ways of working to support business objectives.
• Use data, insights, and performance metrics to identify opportunities, solve challenges, and continuously improve team performance.
• Champion customer excellence while ensuring compliance with risk, regulatory, and governance requirements, and support future capability through talent development and succession planning.

About You

We're looking for a people leader who knows how to bring out the best in others. You thrive in fast-paced operational environments, balancing customer outcomes, team performance, and business priorities with confidence and authenticity. You lead with purpose, build trust quickly, and create a culture where people feel supported, accountable, and motivated to succeed.

You’ll Bring:

• Proven experience leading and developing high-performing teams.
• A strong track record of delivering operational excellence and customer-focused outcomes.
• Exceptional coaching, performance management, and stakeholder engagement skills.
• The ability to lead teams through change with confidence, empathy, and resilience.
• A sound understanding of risk, compliance, and governance within a regulated environment.
• A continuous improvement mindset and a passion for finding better ways of working.
• Strong communication and influencing skills, with the ability to inspire, challenge, and motivate others.
• Most importantly, you're a collaborative leader who enjoys developing people, creating positive customer experiences, and fostering a culture where individuals and teams can thrive.

Why you’ll love working with us

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Extend your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

Our diversity makes us stronger

People First Bank acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past and present. We are committed to fostering a diverse, inclusive and culturally safe workplace where everyone feels valued, respected and able to thrive. We welcome applications from Aboriginal and Torres Strait Islander peoples and people of all backgrounds, identities and lived experiences. We welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.