Manager – Extra Care | Customer Resolutions

At Bendigo Bank we believe how we respond when customers need extra care says everything about who we are. Within our Customer Resolutions function the Extra Care team plays a critical role in supporting vulnerable customers with empathy fairness and consistency while meeting our regulatory and community obligations.

As Manager Extra Care you will lead a specialist team dedicated to guiding and supporting customers experiencing vulnerability. Youll work closely with the Customer Advocate and Head of Customer Resolutions to embed our strategic vulnerable customer framework while ensuring high-quality consistent and compliant operational delivery.

This is a senior leadership role where insight matters. As a key escalation point and source of expertise youll shape how we identify support and improve outcomes for vulnerable customers contributing valuable insights trends and systemic learnings that influence decision-making at executive and board level.

Key responsibilities:

• Lead and develop a specialist team delivering high-quality consistent support for vulnerable customers
• Embed and operationalise the banks vulnerable customer framework across systems processes and quality assurance
• Act as a key escalation point making timely balanced decisions on complex and sensitive customer matters
• Drive operational efficiency and quality through clear performance measures and decision frameworks
• Identify analyse and address systemic issues impacting vulnerable customers contributing to sustainable solutions
• Partner closely with internal stakeholders including Customer Advocate IDR/EDR branches Customer Contact and specialist teams
• Provide coaching mentoring and guidance to build capability confidence and resilience within the team
• Lead quality assurance uplift embedding learnings through targeted training and continuous improvement
• Monitor regulatory legislative and industry developments translating change into practical improvements
• Contribute insights emerging trends and themes into management and board reporting
• Ensure all activity meets risk compliance and regulatory requirements including BCoP and RG271 obligations

To succeed in this role wed love you to have:

• Proven senior leadership experience managing customer-facing teams in financial services
• Strong experience supporting vulnerable customers and handling complex complaints or escalations
• Advanced knowledge of Australian financial services regulation including BCoP RG271 AFCA and consumer protection obligations
• Demonstrated ability to lead operational and strategic change within a regulated environment
• Strong judgement empathy and resilience when working with sensitive and high-impact customer matters
• Excellent communication skills with the ability to translate complex legal or financial concepts into plain English
• Experience partnering with senior stakeholders to resolve issues and drive customer-focused outcomes
• A continuous improvement mindset with experience identifying systemic issues and driving sustainable change
• Strong risk awareness and the ability to balance customer outcomes with regulatory and commercial considerations
• Alignment with BENs values of make a difference own it find the right way and be better together

We offer flexible work options that put our people first working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn stay connected and collaborate effectively especially for key activities like team days 1:1s and town halls.

This role isaPermanentFull-time opportunity based in either Ipswich Melbourne Bendigo or Adelaide.

Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact theRecruiter forthis vacancy for a confidential discussion if there are any concerns meeting this requirement during the application processor if you would like to discuss the position further.

RecruiterName: Natalie Cornell Senior Talent Acquisition Advisor
Recruiter Email:

For more information check out the Application Process for Internal Candidatespage.