Head of Customer Solutions

We have an exciting opportunity for a Head of Customer Solutions to join the Heartland Bank Australia team, based in Melbourne. This is a critical enterprise leadership role, acting as a key partner to the Chief Commercial Officer and effectively operating as a 2IC across the customer and revenue engine of the business. You will own and lead all direct customer‑facing functions across the bank, including contact centres, direct lending and sales, customer operations and complaints. Your role will be focused across a suite of products including reverse mortgages, deposit and savings products, designed to enrich customers’ lives through financial freedom.

You are accountable for translating strategy into disciplined execution, ensuring every customer interaction delivers solid commercial outcomes, an exceptional experience and meets regulatory and risk expectations. You will bring together customer, operations and sales teams into a single aligned function, removing silos and driving end‑to‑end ownership of the customer lifecycle. This includes acquisition, onboarding, servicing, retention and resolution of customer issues and complaints. Working closely with Risk, Technology and Finance, you will ensure customer outcomes are delivered at scale, with the right balance of growth, efficiency, compliance and customer care.

Key Responsibilities

- Lead all direct customer channels including contact centres, direct lending and sales, customer operations and complaints.
- Own end‑to‑end customer lifecycle performance across acquisition,



onboarding, servicing, retention and complaints resolution.
- Drive customer and commercial performance outcomes including conversion, retention, customer satisfaction and portfolio growth.
- Oversee complaints management, ensuring fair outcomes, regulatory compliance and systemic issue identification.
- Ensure compliance with AML, privacy, responsible lending and internal risk frameworks across all customer interactions.
- Drive continuous improvement across customer journeys, operating models, systems and processes.
- Lead, develop and inspire a high‑performing, multi‑functional customer and operations team.

Qualifications & Experience

- Experience leading large‑scale customer, operations and/or sales functions in banking or financial services.
- End‑to‑end ownership of the customer lifecycle, including complaints and vulnerability management.
- Ability to balance growth, customer outcomes and regulatory compliance.
- Proven track record of driving performance across conversion, retention, quality and efficiency metrics.
- Experience operating as a senior leader or 2IC within a commercial or customer function.
- Strong leadership and stakeholder‑management skills, with the ability to work through complexity.
- Build high‑performing teams and nurture leadership capability.

We’re an equal opportunity employer and we strongly encourage everyone to apply. If you need support throughout the application or interview process, please let us know.

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📌 Head of Customer Solutions (Melbourne)
🏢 C300 Heartland Bank Australia
📍 Melbourne