Overview
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, focused on a suite of products including reverse mortgages, deposits and savings.
The role translates strategy into disciplined execution, ensuring every customer interaction delivers strong commercial outcomes, 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, including acquisition, onboarding, servicing, retention and complaint resolution.
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.
You will lead with clarity and intent, setting the pace for performance, accountability and continuous improvement across a large, multi‐function team.
Responsibilities
Own and lead all direct customer channels including contact centres, direct lending and sales, customer operations and complaints.
Own the end‐to‐end customer lifecycle across acquisition, onboarding, servicing, retention and complaints resolution.
Connect customer experience directly to commercial performance, conversion, retention and portfolio outcomes.
Act as a trusted partner to the CCO, translating strategy into execution across customer and operational functions.
Lead cross‐functional alignment across Commercial, Operations, Risk and Technology to deliver enterprise priorities.




Provide leadership coverage and decision support across the broader Commercial function as required.
Ensure all customer interactions and sales activities operate within regulatory and risk frameworks, including AML, privacy and responsible lending.
Own complaints management and resolution, ensuring fair customer outcomes, strong governance and continuous learning.
Maintain a disciplined approach to decision making, balancing commercial outcomes with customer and regulatory obligations.
Lead and integrate direct sales, customer service, complaints and operations teams into a high‐performing function.
Drive performance through clear metrics across conversion, quality, customer satisfaction, complaints and efficiency.
Build scalable operating models, systems and processes to support growth and consistency.
Convert strategy into clear priorities, plans and measurable outcomes across multiple teams.
Build a culture of accountability, continuous improvement and customer obsession.
Lead, develop and inspire leaders and teams, lifting capability across customer engagement, operations and risk.
Qualifications
Enterprise leader, comfortable at scale with a track record of running large customer‐facing, operational and sales functions within financial services.
Strong commercial acumen balanced with deep understanding of customer outcomes, risk and regulatory obligations.
Clear, decisive and authentic leadership, building strong teams, aligning stakeholders and delivering outcomes in complex environments.
Experience leading large‐scale customer, operations and/or sales functions in banking or financial services.
End‐to‐end ownership of customer lifecycle,



including complaints and vulnerability management.
Balancing growth, customer outcomes and regulatory compliance.
Driving performance across conversion, retention, quality and efficiency metrics.
Operating as a senior leader or 2IC within a commercial or customer function.
Leading through complexity, aligning multiple teams and stakeholders.
Building high‐performing teams and strong leadership capability.
About Heartland Bank Australia
Heartland Bank Australia focuses on providing Australians with specialist banking products that are the best or only of their kind.
We do this digitally so our customers can spend more time on the things that matter most – instead of waiting in a queue to speak with someone at a bank.
We are well‐established in Australia and have been serving Australians since ****.
We are the leading provider of reverse mortgages and specialist livestock finance.
We are part of the Heartland group of companies which has more than 145 years of experience in financial services.
Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH).
Values and Inclusion
Our values define who we are.
We're cutting-edge and always evolving.
We work together as one team and have big ambition.
We offer real opportunities for learning and career development.
You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups.
Our perks include flexible working, regular team social activities and events, flu vaccinations and more.
We're an equal opportunity employer and we strongly encourage everyone to apply.
Let us know if you need support throughout the application or interview process including a sign language interpreter or speech‐to‐text reporter.
Feel free to share your pronouns in your application.
Please note you must be eligible to work in Australia.
#J-*****-Ljbffr

📌 Head Of Customer Solutions (Melbourne)
🏢 @
📍 Melbourne