Head of Cash Services

Bank of New Zealand; Auckland; On-site; NZD 250,000 - 420,000; Full time

Job summary

Bank of New Zealand seeks a senior leader to own the Cash Services strategy, operating model and end-to-end delivery, balancing resilience, risk and commercial outcomes across NZ. You will coordinate internal teams and external partners to ensure safe, reliable cash services for customers and communities.

You will shape the future of cash services in New Zealand, engaging with customers, regulators and industry partners while driving transformation and reporting to executives and governance

Qualifications

• Senior leader with accountability for operational performance, risk, controls and resilience.
• Experience in outsourced or multi-provider service models.
• Proven ability to lead through incidents and transformations while maintaining service continuity.
• Strong analytical judgement turning complex data into executive-level decisions and advice.
• Influencing and relationship-management across executives, regulators and suppliers.
• Track record building capable, engaged teams and specialist expertise.
• Experience within cash services, banking operations, payments, logistics or regulated services.
• Exposure to industry-wide transformation or supplier mobilisation is an advantage.

Responsibilities

• Lead BNZ’s Cash Services function, ensuring safe, reliable and effective delivery for customers and communities.
• Set and deliver the Cash Services strategy and roadmap, aligned with BNZ priorities, customer needs, regulatory expectations and the future direction of cash services in New Zealand.
• Own the Cash Services operating model, establishing clear accountabilities, governance, service standards and decision-making responsibilities.
• Lead strategic transformation initiatives.
• Oversee services across cash inventory, forecasting, distribution, vault operations, processing, cash-in-transit, ATMs, branches and reconciliations.
• Manage supplier performance and commercial outcomes across a complex, multi-provider environment.
• Strengthen the risk and control environment through effective reporting, assurance, exception management and sustainable remediation.
• Lead the response to significant incidents and service disruptions, ensuring effective recovery, clear communication and continuous improvement.
• Provide clear, trusted reporting and advice to executives, governance forums, Internal Audit and regulators.
• Build strong relationships across BNZ and with regulators, industry participants and service providers.

Job description

Worker Type:

Permanent

Here at BNZ, it’s about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise “If you can imagine a better future, let’s find a way.”

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Mō te Tūranga | About the Role

This senior leadership role is accountable for BNZ’s cash services strategy, operating model, and end-to-end delivery. You’ll lead a complex mix of internal teams and external partners to ensure services remain resilient, well-controlled, and meet customer needs.

You’ll also help shape the future of cash services in New Zealand. Working across customers, regulators, industry partners, and governance forums, you’ll balance resilience, risk, and commercial outcomes while providing trusted strategic advice.

What are the key day-to-day responsibilities for this role?

• Lead BNZ’s Cash Services function, ensuring safe, reliable and effective delivery for customers and communities.
• Set and deliver the Cash Services strategy and roadmap, aligned with BNZ priorities, customer needs, regulatory expectations and the future direction of cash services in New Zealand.
• Own the Cash Services operating model, establishing clear accountabilities, governance, service standards and decision-making responsibilities.
• Lead strategic transformation initiatives.
• Oversee services across cash inventory, forecasting, distribution, vault operations, processing, cash-in-transit, ATMs, branches and reconciliations.
• Manage supplier performance and commercial outcomes across a complex, multi-provider environment.
• Strengthen the risk and control environment through effective reporting, assurance, exception management and sustainable remediation.
• Lead the response to significant incidents and service disruptions, ensuring effective recovery, clear communication and continuous improvement.
• Provide clear, trusted reporting and advice to executives, governance forums, Internal Audit and regulators.
• Build strong relationships across BNZ and with regulators, industry participants and service providers.

What attributes will this person display in order to be successful in this role?

You’ll be an experienced senior leader who can operate confidently across complex service delivery, risk, commercial management and transformation. You’ll bring sound judgement, remain calm under pressure and be comfortable making decisions where there are competing priorities or incomplete information.

• Demonstrated accountability for operational performance, risk, controls, resilience and major change in a regulated environment.
• Strong commercial and supplier-management capability, ideally gained within an outsourced or multi-provider service model.
• Experience leading through operational incidents, ambiguity and transformation while maintaining service continuity and stakeholder confidence.
• Strong analytical judgement and the ability to turn complex operational, financial and risk information into clear decisions and executive-level advice.
• Highly developed influencing and relationship-management skills across executives, regulators, industry partners and suppliers.
• A strong track record of building capable, engaged teams and sustainable specialist expertise.
• The ability to balance customer, risk, resilience, commercial and strategic outcomes and make well-considered trade-offs.
• Experience within cash services, banking operations, payments, logistics, critical infrastructure or a comparable regulated service environment would be highly valuable.
• Exposure to industry-wide transformation, operating-model change or the mobilisation of new supplier arrangements would also be an advantage.

What is the most exciting thing about this opportunity?

This is a rare opportunity to lead a critical service at a pivotal point in its evolution. You’ll have the scope to influence industry-wide transformation, shape BNZ’s future Cash Services operating model and strengthen how essential services are delivered to customers and communities across Aotearoa. With significant strategic impact, executive visibility and the opportunity to bring together complex operations, suppliers and stakeholders, this role offers the chance to create meaningful and lasting change.

Haere mai ki Te Pēke o Aotearoa | Come to the Bank of New Zealand

Applications for this vacancy close end of day, 21 October 2026.

Closing Date: 21 October 2026

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.