Head of Customer Operations | Customer Enablement
- 947210
- Full Time
- Closing at: Jan 28 2026 - 16:30 ACDT
Ready to shape the future of customer operations at scale?
It starts here. With Bendigo Bank… and you.
As Head of Customer Operations, you will guide a large, complex operations function that plays a critical role in delivering seamless, high-quality experiences for our customers.
This is a strategic senior leadership role with broad influence, responsible for fostering operational excellence, nurturing strong leadership and people capability, and evolving our operations to meet changing customer, industry and technology expectations.
Leading teams across wealth, servicing, specialised accounts and processing, you will cultivate a performance-driven, customer-centric culture underpinned by data-led decision making and strong accountability. You will be instrumental in transforming how we operate — improving efficiency, embedding best-practice operations, and ensuring our people are equipped to deliver the best outcomes for customers today and into the future.
Key responsibilities:
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Guide and develop a high performing, engaged customer operations function aligned to the Bank’s strategy and values.
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Shape the strategic direction for Customer Operations and help the team deliver against a clear, executable roadmap.
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Foster a culture of operational excellence, accountability, and continuous improvement across all teams.
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Ensure a seamless, integrated operational experience for customers across multiple products and services.
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Build strong partnerships with senior leaders across customer-facing and enabling divisions.
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Champion the customer by continuously reviewing service levels and identifying opportunities for improvement, automation, and innovation.
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Empower teams with data and insights to enhance performance, efficiency, and productivity.
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Guide change effectively, ensuring teams are engaged, supported, and equipped to embrace transformation.
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Manage the function’s financial health while proactively identifying and capturing value enhancement opportunities.
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Embed strong risk awareness and compliance within decision-making, balancing customer outcomes, commercial impact, and risk.
To succeed in this role, we’d love you to have:
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A background in operational leadership, where you've guided large teams through periods of growth and transformation.
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Experience in people leadership, with a passion for building leadership depth, engagement, and performance across large teams.
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An ability to translate strategy into clear, executable plans with your teams in complex, evolving business and technology environments.
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A curious and analytical mindset, with the ability to use data to inform decisions and support team outcomes.
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Experience building collaborative relationships and influencing outcomes with senior leaders.
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A solid commercial acumen, with experience managing budgets and contributing to productivity and efficiency goals.
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Workforce management experience (e.g., ActiveOps or similar) and a strong understanding of operational workforce planning.
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Tertiary qualifications in a relevant discipline, complemented by industry accreditations.
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 is a Full-time opportunity on a 12 Month Fixed Term Contract / Secondment, based in either Melbourne, Bendigo or Adelaide.
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!
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.
Our perks and benefits:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility
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Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
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We know the last few years have been rough, so we have partnered with TELUS Health as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.
So, what are you waiting for? Come and join the better big bank!
Still in two minds?
Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!
We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.
We are committed to responding to all candidates, regardless of the outcome of your application.
