Head of Member Support

As Head of Member Support youll lead Beyond Banks collections hardship recoveries and the deceased estate functions helping members navigate financial difficulty and challenging circumstances with empathy fairness and care. This senior leadership role combines strategic direction operational excellence and people leadership to deliver strong member outcomes sustainable portfolio performance and regulatory compliance.

Working across the business youll drive continuous improvement lead a high-performing team and play a key role in advancing Beyond Banks purpose of improving the financial wellbeing of our members.  Key focus areas include:

• Lead Member Support Operations
  Provide strategic and operational leadership across Collections Hardship Recoveries and Deceased Estates ensuring strong portfolio performance effective case management and positive member outcomes.
• Champion Member Care & Vulnerability Management
  Lead specialist support services for members experiencing financial difficulty vulnerability bereavement or complex circumstances ensuring outcomes are delivered with empathy fairness and in accordance with regulatory obligations. This aligns with the proposed care function supporting hardship vulnerable customers complex case management and deceased estates.
• Drive Risk Compliance & Governance
  Maintain a strong control environment across all member support functions ensuring compliance with legislative requirements the Banking Code of Practice internal policies complaints management obligations and risk frameworks.
• Deliver Operational Excellence & Continuous Improvement
  Drive service excellence through effective workflow management performance monitoring process simplification automation and continuous improvement initiatives that improve member experience increase efficiency and reduce operational risk.
• Lead People & Stakeholder Outcomes
  Build and develop a high-performing team fostering a culture of accountability care and continuous learning. Partner effectively with Lending Risk Legal Operations and external stakeholders to resolve complex matters influence outcomes and deliver organisational objectives.

In this role you will

• Lead Beyond Banks collections hardship and recoveries functions delivering strong portfolio performance while supporting positive and sustainable member outcomes.
• Champion a member-first approach by ensuring fair personalised and accessible support for members experiencing financial difficulty or vulnerability.
• End-to-End Deceased Estates Leadership - Lead the end-to-end delivery of the Deceased Estates function ensuring estate matters are managed with accuracy empathy and efficiency. Accountable for service outcomes estate administration account settlements operational performance and the timely resolution of complex cases in accordance with legal and regulatory requirements.
• Member Care & Vulnerable Customer Support - Provide leadership across specialist member care services including Deceased Estates Financial Hardship Vulnerable Customers and Complex Member Cases. Ensure members and estate representatives receive compassionate respectful and professional support during sensitive life events while delivering fair and appropriate outcomes. 
• Regulatory Compliance & Risk Management - Ensure all deceased estate hardship and collections activities are conducted in compliance with legislative regulatory and internal policy requirements. Maintain robust controls for estate verification documentation complaints management operational risk and audit obligations protecting both members and the Bank.
• Operational Excellence - Drive operational excellence through effective service delivery workflow management and continuous improvement. Monitor service standards quality productivity and member outcomes while identifying opportunities to simplify processes improve controls and leverage automation to enhance efficiency and reduce risk.
• People Leadership Lead coach and develop a high-performing team of Deceased Estates specialists and case managers. Build capability in complex case management stakeholder engagement regulatory compliance and sensitive member interactions while fostering a member-first accountable and supportive culture.
• Stakeholder Management- Act as the senior escalation point for estate representatives solicitors administrators and internal stakeholders. Build strong relationships across Operations Lending Risk Legal and Member Services to ensure effective case resolution consistent decision-making and positive member outcomes

Qualifications :

About you

• You bring significant leadership experience in collections hardship recoveries credit or lending within a regulated financial services environment supported by extensive experience across consumer and commercial lending.
• You have deceased estates experience or ability to demonstrate ability to manage regulatory requirements and service standards
• You have strong knowledge of banking hardship and collections regulations including NCCP ASIC requirements the Banking Code of Practice and broader industry obligations.
• You have a proven ability to develop and execute collections and hardship strategies that deliver strong member outcomes while effectively managing risk governance and regulatory expectations.
• You are an empathetic and empowering people leader with a track record of building high-performing teams developing capability and leading through change.
• You are highly analytical commercially minded and influential with the ability to interpret portfolio performance and impaired asset data manage complex stakeholder relationships and drive continuous improvement.
• You have significant leadership experience across collections hardship recoveries lending operations or credit management within a regulated financial services environment.
• You have demonstrated capability managing vulnerable customer hardship deceased estate or complex case management functions.
• You have a strong understanding of banking regulation compliance governance and risk management requirements including NCCP ASIC guidance and the Banking Code of Practice.
• Proven ability to balance member outcomes commercial performance and regulatory obligations.
• You have a highly developed leadership coaching and change management skills with a track record of building engaged high-performing teams.
• You have strong analytical and commercial acumen with experience interpreting portfolio performance identifying trends and driving operational improvement.
• You have excellent stakeholder management and influencing skills with the ability to navigate complex matters and achieve positive outcomes.

See yourself in our team

You will be joining a group of dedicated professionals who work tirelessly to provide exceptional support to our members. Whether you are working face-to-face online or over the phone you will be committed to ensuring that our members receive the best possible experience with our company.

Additional Information :

Why work for Beyond Bank

We welcome candidates who reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples people living with disability LGBTQIA as well as culturally diverse community members to apply for our roles.

Beyond Bank is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application recruitment selection and/or assessment process or modifications for accessibility to our locations please contact us at 

There are even more benefits:

• Additional 3 paid work-life balance days
• Paid community volunteer days to support community organisations across Australia
• Access to employee discounts health and wellbeing initiatives employee and family assistance plus more
• A flexible and diverse working environment
• Career development opportunities training and coaching

By joining Beyond Bank you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference we would love to hear from you.
 

What does our recruitment process look like
The process can include a phone screen video screen virtual or face-to-face interview psychometric testing and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.

To find out more about Beyond Bank visit

Applications close 30th September 2026.

As a Certified B Corp we use our business as a force for good.

We kindly request that recruitment agencies do not contact us regarding this vacancy. We are managing this recruitment process internally and do not require agency support at this time.

We are unable to accept email applications please ensure that you submit your application via the online portal.

By applying for this opportunity you are providing consent for Beyond Bank Australia to conduct all pre-employment screening checks (APRA ASIC Bankruptcy National Criminal History Check VEVO Adverse Media Check and Reference Checks) at the expense of Beyond Bank Australia.

Remote Work :

No

Employment Type :

Full-time