Closing date:
17th of August ****
(shortlisting and interviews may commence prior to closing date)
It starts here. With Bendigo Bank... and you.
About the Role
Are you a strategic leader with a passion for delivering exceptional customer experiences and championing vulnerable customers?
At Bendigo and Adelaide Bank, we are seeking a highly capable Head of Specialised Customer Care to drive our Customer Care strategy in collaboration with our external operations partners. Reporting directly to the General Manager Customer Care, you will play a critical role in translating our division's strategy into a high-performance, compliant, and deeply empathetic service delivery model.
You will act as the critical link between our internal functions and our strategic partners, leading complex transitions and ensuring absolute regulatory compliance across all activities.
Key Responsibilities
Strategic Partner Engagement: Develop and own the strategic roadmap for partner operations. Manage commercial and contractual obligations, monitor financial performance, and cultivate a 'one team' culture between internal stakeholders and our external partners.
Operational Excellence & Service Delivery: Lead formal governance routines, monitor SLAs, and drive continuous improvement initiatives to strengthen accuracy, efficiency, and consistency across all Customer Care services.
Championing Vulnerability: Embed frameworks and provide leadership to ensure our teams and partners are highly trained to identify and provide tailored, empathetic support to customers experiencing vulnerability.
Risk & Compliance Management: Act as the first line of defence. Oversee escalations, drive remediation plans,



and ensure absolute compliance with key regulations including ASIC RG 271, the National Credit Code, and the Banking Code of Practice.
Change & People Leadership: Lead, coach, and inspire a large, multi-disciplinary team. Foster a high-performance, resilient culture while ensuring our partners are prepared for operational, regulatory, and technological changes.
About You
To be successful in this pivotal role, you will bring a strong executive leadership background with a proven track record of managing both internal stakeholders and external outsourcing partners within a regulated environment.
Your skills and experience should include:
Extensive experience overseeing offshore operations, third-party service delivery, or lending operations.
A deep understanding of customer vulnerability best practices within the banking and financial services industry.
Sound working knowledge of key legislative requirements, specifically RG 271, the National Credit Code, and the Banking Code of Practice.
Proven ability to lead and manage large-scale cultural and operational change at a strategic level.
High-level negotiation, presentation, and data analysis skills to drive productivity, quality, and commercial outcomes.
Why Join Us?
At Bendigo and Adelaide Bank,



we are driven by our purpose to feed into the prosperity of our customers and communities, not off them. As a member of our Customer Care Leadership team, you will have the platform to make a tangible impact on our strategic direction, our partner relationships, and ultimately, the wellbeing of our customers.
We offer adaptable 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
Full time, permanent opportunity
based in Bendigo or Adelaide locations.
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!
Still in two minds?
Research suggestions 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!
#J-*****-Ljbffr

📌 Head Of Specialised Customer Care (Bendigo)
🏢 Bendigo Bank
📍 Bendigo