About COMMUNITY FIRST BANK

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.

About COMMUNITY FIRST BANK

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 Head of Everyday Banking is accountable for leading the bank’s frontline and service operations across the branch network, customer care and contact centre. Reporting to the Chief Customer Officer, the role ensures members receive consistent,



trusted and efficient service across all everyday banking channels, while delivering sustainable growth, operational discipline, regulatory compliance and a strong people culture.
The role leads the delivery of everyday banking services including deposits, transaction accounts, cards, payments, digital adoption support, enquiries, complaints triage and service recovery. It is responsible for optimising channel performance, improving member experience, strengthening community presence and ensuring all teams operate within the bank’s risk appetite, policies and mutual purpose.
The position works closely with Product, Digital, Marketing, Risk, Compliance, Operations, Technology, People and Culture, and Finance to align member needs, business priorities, service standards and transformation initiatives across the bank.

Key Responsibilities

- Channel leadership: Lead the branch network, customer care and contact centre to deliver simple, consistent and member-centred everyday banking experiences.
- Member experience: Set and embed service standards, complaint resolution practices, quality assurance routines and service recovery disciplines that build member trust and advocacy.
- Business performance: Deliver agreed performance outcomes for deposits, transaction accounts, member retention, cross-referrals, channel productivity,



service levels and cost efficiency.
- Operational excellence: Ensure day-to-day operations are well controlled, efficient and scalable, with clear procedures, workforce planning, rostering, reporting and continuous improvement practices.
- Risk and compliance: Maintain effective first-line risk management across customer interactions, including adherence to responsible banking obligations, privacy, financial crime, fraud, scams, AML/CTF, complaints and conduct requirements.
- People leadership: Build an engaged, capable and values-led team through coaching, succession planning, performance management, capability uplift and a strong focus on safety and wellbeing.
- Community and mutual purpose: Strengthen the bank’s presence in the communities it serves and ensure teams demonstrate the values, care and stewardship expected of a customer-owned bank.
- Digital and channel adoption: Support members and teams through digital service adoption, channel migration and process simplification while preserving accessible service for members who need human support.
- Stakeholder management: Partner with executive and functional leaders to translate customer strategy into practical service, people, process and technology plans.
- Change leadership: Lead change across frontline teams with clear communication, effective implementation planning and robust adoption measures.

Key Accountability Measures

- Member experience outcomes, including service quality, complaints resolution, member satisfaction and advocacy measures.
- Achievement of agreed everyday banking growth, retention, referral and deposit performance targets.
- Branch, customer care and contact centre service

📌 Head of Everyday Banking (Sydney)
🏢 Community First Bank
📍 Sydney