Job Family: Business Development & Customer Support

Category: Operations

Employment Type: Permanent

Employee Class: Full Time

Closing Date: 23/11/2026

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

It starts here. With Bendigo Bank… and you.

About the Role

Are you a data-driven performance expert passionate about driving operational excellence? Join us at Bendigo and Adelaide Bank and make a real impact

We are seeking an experienced and proactive Performance Lead to join our Strategic Partnerships and Service Management team.

In this pivotal role, you will be at the heart of our BPO partner ecosystem, responsible for overseeing and uplifting the end to end performance of our partners.

As a performance strategist and trusted advisor, you will transform complex data into actionable intelligence, helping our partners deliver against agreed quality, risk and compliance standards and improve outcomes for our customers.

What You’ll Do

Drive performance: Develop and maintain a consolidated performance framework to monitor and assess strategic partner performance against KPIs, SLAs and regulatory obligations.

Performance Intelligence & Executive Dashboards: Lead the design of predictive lead and lag indicators to monitor partner health, identifying emerging issues before they impact operations. You will translate complex datasets into high-impact executive dashboards and actionable narratives, providing senior leadership with the strategic insights needed to drive continuous improvement.

Continuous Improvement & Innovation: Work collaboratively with business and partner teams to continually optimise workflows and identify productivity improvement opportunities.

Coaching & Capability Uplift: Working with key stakeholders, coach both partner team leaders and internal stakeholders on metric hygiene, performance disciplines, and mutual accountability.

Strengthen Partnerships:



Act as a key advisor to both internal leaders and external partners, fostering a culture of transparency, accountability, and continuous improvement.

Regulatory & Operational Resilience: Ensure all outsourced performance practices uphold strict alignment with Australian banking regulations, the Three Lines of Defence (3LoD) model, and APRA CPS 230 (Operational Resilience) standards.

Value & Perks Realisation: Collaborate with Finance and business owners to validate efficiency outcomes and distinguish released operational capacity from realised financial savings.

What You’ll Bring

Proven BPO & Partner Governance Experience: Practical background working directly with major global BPO service providers (e.g., Genpact, Accenture) or managing scaled outsourced operations.

Analytics & Insight Translation: Demonstrated ability to synthesize high-volume, disparate data sources into clear executive insights, reporting packs, and strategic decision-making tools.

Banking & Operational Acumen: Strong familiarity with retail banking workflows, customer contact centres, lending/mortgage origination, or customer remediation operations.

Regulatory & Risk Literacy:Solid grounding in Australian financial services governance, operational risk frameworks (3LoD), and prudential standards, particularly APRA CPS 230.

Influence Without Authority: Exceptional stakeholder management and negotiation skills, capable of constructively challenging partner executives while nurturing a high-trust, collaborative working relationship.

Continuous Improvement Discipline:Practical experience applying root cause analysis and structured methodologies (such as Lean Six Sigma) to eliminate operational bottlenecks and drive sustained productivity.

Qualifications:Bachelor's degree in business, Commerce, Banking, Finance, or a related discipline (or equivalent practical industry experience).

Desirable: Lean Six Sigma certification (minimum Green Belt); formal certifications or training in Third-Party Risk Management (TPRM) or Operational Resilience; relevant industry memberships (e.g.,

📌 Performance Lead (Sydney)
🏢 Bendigobank
📍 Sydney