Community First Bank is one of Australia's leading customer-owned banks, proudly serving members and communities since 1959. With more than 80,000 members, over $2.4 billion in assets, and a strong presence across Sydney, the Illawarra, Sutherland Shire, Western Sydney and the Hunter region, Community First Bank is built on a simple philosophy: people helping people. As a member-owned organisation, we reinvest in delivering exceptional service, competitive products, and meaningful community support rather than generating profits for external shareholders. Our purpose is to help our members achieve their financial goals through trusted relationships, innovation, and a genuine commitment to the communities where we live and work.

Position Scope

The Sales Enablement Manager leads the design, delivery and continuous improvement of sales capability, quality, process, technology and change enablement across the mutual bank’s customer-facing channels. Reporting to the Chief Customer Officer, the role ensures frontline teams have the knowledge, tools, compliant processes, coaching and insights required to deliver consistent member outcomes, sustainable growth and a high-quality customer experience.

The role is accountable for leading the Quality and Process Officer, Sales Facilitator and Projects and Technology Officer, ensuring their work is aligned to member needs, business priorities, regulatory obligations and the bank’s values. The role works closely with Retail Banking, Contact Centre, Digital, Marketing, Risk, Compliance, Product, Operations, People and Culture, and Technology teams to translate strategy into practical frontline execution.

Key Responsibilities

- Develop and execute the sales enablement strategy, roadmap and annual plan to uplift frontline sales performance, member experience and operational consistency.
- Lead, coach and prioritise the work of the Quality and Process Officer, Sales Facilitator and Projects and Technology Officer.
- Design and embed practical sales frameworks, conversation guides, playbooks, onboarding materials, coaching resources and knowledge tools that support consistent, compliant and member-centred conversations.
- Partner with Risk,



Compliance and operational leaders to ensure sales practices, quality assurance activities and process improvements align with responsible lending, hardship, complaints, privacy and conduct expectations.
- Use performance data, quality insights, member feedback, campaign results and frontline feedback to identify capability gaps and deliver targeted uplift initiatives.
- Oversee enablement for new products, campaigns, systems, process changes and strategic projects, ensuring teams are prepared for successful adoption.
- Drive continuous improvement in sales processes, quality practices and technology use to improve productivity, first contact resolution, conversion and member outcomes.
- Prepare regular reporting for the Chief Customer Officer and senior stakeholders on enablement activity, capability uplift, risks, benefits and outcomes.

Key Accountability Measures

- Sales enablement plan delivered on time and aligned to Customer division priorities.
- Improvement in frontline capability, confidence and adoption of approved sales practices, tools and processes.
- Quality assurance outcomes, process adherence and conduct indicators meet agreed standards.
- Projects, technology changes and campaigns are supported by clear training, communications, playbooks and adoption measures.
- Member outcomes are supported through compliant, consistent and needs-based sales conversations.
- Team members receive clear direction, coaching, feedback and development aligned to organisational values.

Capability Requirements

- Strong people leadership with the ability to coach, prioritise, delegate and build team capability.
- Demonstrated ability to translate strategy, policy and regulatory requirements into practical frontline tools and behaviours.
- High-quality facilitation,



communication and stakeholder engagement skills, including the ability to influence across functions.
- Analytical capability to interpret performance, quality, risk and member data and convert insights into action.
- Change management mindset with experience supporting adoption of new systems, processes and ways of working.

Knowledge Areas

- Sales enablement, sales coaching, frontline capability and adult learning principles.
- Mutual banking, member-owned business models and customer/member experience expectations.
- Financial services regulatory obligations relevant to sales, service, lending, conduct, complaints, privacy and vulnerable customers.
- Quality assurance frameworks, process improvement, knowledge management and operational risk controls.
- CRM, workflow, telephony, knowledge management, reporting and digital adoption tools used in customer-facing environments.

Qualifications and Experience

- Experience in sales enablement, frontline capability, sales leadership, operations, quality, process improvement or customer experience within banking or financial services.
- Demonstrated people leadership experience, including managing performance, coaching and developing direct reports.
- Proven experience designing and delivering training, playbooks, communications and tools that improve sales effectiveness and compliance.
- Robust understanding of customer/member needs, responsible lending, conduct risk and quality assurance in a regulated environment.
- Ability to manage multiple priorities, influence stakeholders and deliver outcomes through cross-functional collaboration.

- Tertiary qualification in business, finance, learning and development, communications, change management or a related discipline.
- Experience in a mutual bank, credit union, customer-owned bank or community banking workplace.
- Certification or practical experience in Lean, Six Sigma, Agile, change management, project delivery or facilitation.
- Experience implementing or optimising CRM, knowledge management, quality assurance or frontline workflow systems.

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📌 Sales Enablement Manager (Sydney)
🏢 Rippling
📍 Sydney