Job Description

• Combine leadership, customer advocacy and regulatory expertise.
• Make meaningful impacts for both customers and the organisation.
• Enjoy flexible hybrid or remote work arrangements.

About the role:

As we continue to strengthen our customer advocacy capability, we're looking for an experienced and passionate leader to help drive better outcomes for customers experiencing vulnerability.

You’ll report to the Senior Leader, Customer Complaints & Vulnerability to lead a small Inclusive Banking team and play a key role in continuing to evolve the Bank's approach to vulnerability management.

Specifically, you will:

• Lead and continuously uplift the Bank's Vulnerable Customer Framework in alignment with evolving regulatory changes and industry expectations.
• Provide expert advice on complex and sensitive customer vulnerability matters.
• Personally manage high-risk and complex cases requiring specialist support.
• Lead and support a small team of experienced Customer Care Specialists.
• Deliver enterprise-wide training and capability uplift initiatives.
• Analyse customer data to identify trends, risks, systemic issues and improvement opportunities.
• Drive process improvements that enhance experience and outcomes for vulnerable customers.
• Monitor emerging regulatory and industry requirements and implement necessary changes.
• Prepare insights and reporting for senior leaders and governance forums.
• Champion a culture of fairness, empathy and customer advocacy.

About you:

You're a compassionate and influential leader who can balance customer advocacy with sound risk and commercial judgement. You build trusted relationships, communicate effectively across all levels and are passionate about improving outcomes for customers experiencing vulnerability.

Additionally, we seek:

• Experience supporting vulnerable customers or working in customer advocacy, complaints or related roles.
• Strong understanding of inclusive banking practices and vulnerability obligations.
• Experience managing complex and sensitive customer matters, particularly related to vulnerability
• Ability to develop frameworks, guidance, processes and capability programs.
• Strong stakeholder engagement and communication skills.
• Experience analysing data and translating insights into practical improvements.
• Understanding of AFCA, COBA and the regulatory environment.
• Established relationships with key industry stakeholders.
• Experience leading and developing high-performing and engaged teams.
• Knowledge of risk management and compliance within financial services.

Qualifications in Business, Law, Social Services or a related discipline will be highly regarded.

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 contact 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.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.