Job Description

The role

Reporting to the Chief Operating Officer, the Head of Member Operations and Fulfilment is a key leadership role responsible for lending fulfilment, member operations and service delivery across the organisation. You'll lead a high-performing team to deliver exceptional member outcomes, drive operational excellence, and shape the future of our operations through continuous improvement, technology and innovation.

Balancing day-to-day performance with strategic transformation, you'll bring together people, process, technology and data to improve efficiency, service quality and member experience, while supporting sustainable growth and solid governance.

In this role, you will
Lead Member Operations and Fulfilment to deliver consistent, productive and member-focused operational services.
Set and maintain service standards, performance targets, workflow disciplines and escalation pathways across all operational functions.




Drive improvements in turnaround times, productivity, quality, member outcomes and service reliability.
Develop and execute the Member Operations and Fulfilment strategy and roadmap aligned to corporate objectives.
Lead transformation initiatives that simplify processes, reduce complexity and improve service delivery.
Provide visible and effective leadership across Member Operations and Fulfilment including Loan Fulfilment, Salary Packaging, Community Operations, creating a high-performing and member-centric culture.
Build leadership capability through coaching, development, succession planning and talent management.
Ensure risks, controls and regulatory and compliance obligations are effectively understood, monitored and managed across Member Operations and Fulfilment.

📌 Head Of Member Operations & Fulfilment Adelaide
🏢 Beyond Bank Australia
📍 Adelaide