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.

Ready to lead with empathy? Manage our Extra Care team, supporting vulnerable customers and shaping our compassionate response.

It starts here. With Bendigo Bank… and you.

At Bendigo Bank, we believe how we respond when customers need extra care says everything about who we are. Within our Customer Resolutions function, the Extra Care team plays a critical role in supporting vulnerable customers with empathy, fairness and consistency — while meeting our regulatory and community obligations.

As Manager, Extra Care, you will lead a specialist team dedicated to guiding and supporting customers experiencing vulnerability. You’ll work closely with the Customer Advocate and Head of Customer Resolutions to embed our strategic vulnerable customer framework, while ensuring high-quality, consistent and compliant operational delivery.

This is a senior leadership role where insight matters. As a key escalation point and source of expertise, you’ll shape how we identify, support and improve outcomes for vulnerable customers — contributing valuable insights, trends and systemic learnings that influence decision-making at executive and board level.

Key responsibilities:

• Lead and develop a specialist team delivering high-quality, consistent support for vulnerable customers
• Embed and operationalise the bank’s vulnerable customer framework across systems, processes and quality assurance
• Act as a key escalation point, making timely, balanced decisions on complex and sensitive customer matters
• Drive operational efficiency and quality through clear performance measures and decision frameworks
• Identify, analyse and address systemic issues impacting vulnerable customers, contributing to sustainable solutions
• Partner closely with internal stakeholders including Customer Advocate, IDR/EDR, branches, Customer Contact and specialist teams
• Provide coaching, mentoring and guidance to build capability, confidence and resilience within the team
• Lead quality assurance uplift, embedding learnings through targeted training and continuous improvement
• Monitor regulatory, legislative and industry developments, translating change into practical improvements
• Contribute insights, emerging trends and themes into management and board reporting
• Ensure all activity meets risk, compliance and regulatory requirements, including BCoP and RG271 obligations

To succeed in this role, we’d love you to have:

• Proven senior leadership experience managing customer-facing teams in financial services
• Strong experience supporting vulnerable customers and handling complex complaints or escalations
• Advanced knowledge of Australian financial services regulation, including BCoP, RG271, AFCA and consumer protection obligations
• Demonstrated ability to lead operational and strategic change within a regulated environment
• Strong judgement, empathy and resilience when working with sensitive and high-impact customer matters
• Excellent communication skills, with the ability to translate complex legal or financial concepts into plain English
• Experience partnering with senior stakeholders to resolve issues and drive customer-focused outcomes
• A continuous improvement mindset, with experience identifying systemic issues and driving sustainable change
• Strong risk awareness and the ability to balance customer outcomes with regulatory and commercial considerations
• Alignment with BEN’s values of make a difference, own it, find the right way and be better together 

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 a Permanent, Full-time opportunity based in either Ipswich, 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

• 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!
• 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!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

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.