Head of Customer Operations | Customer Enablement
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Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Description:PD - Head of Customer Operations Jan
Closing Date: 28th January 2026
Ready to shape the future of customer operations at scale
As Head of Customer Operations you will guide a large complex operations function that plays a critical role in delivering seamless high-quality experiences for our customers.
This is a strategicsenior leadership role with broad influence responsible forfosteringoperationalexcellencenurturingstrong leadership and people capability and evolving our operations to meet changing customerindustryand technology expectations.
Leading teams across wealth servicing specialisedaccountsand processing you willcultivatea performance-driven customer-centric culture underpinned by data-led decision making and strong accountability. You will be instrumental in transforming how weoperateimproving efficiency embedding best-practice operations and ensuring our people are equipped to deliver the best outcomes for customers today and into the future.
Keyresponsibilities:
Guideand develop ahigh performing engaged customer operations function aligned to the Banks strategy and values.
Shapethe strategic direction for Customer Operations and help the team deliver against a clear executable roadmap.
Fostera culture of operational excellence accountability and continuous improvement across all teams.
Ensurea seamless integrated operational experience for customers across multiple products and services.
Buildstrong partnerships with senior leaders across customer-facing and enabling divisions.
Championthe customer by continuously reviewing service levels andidentifyingopportunities for improvement automation and innovation.
Empowerteams with data and insights to enhance performance efficiency and productivity.
Guidechange effectively ensuring teams are engaged supported and equipped to embrace transformation.
Managethe functions financial health while proactivelyidentifyingand capturing value enhancement opportunities.
Embedstrong risk awareness and compliance within decision-making balancing customer outcomes commercial impact and risk.
To succeed in this rolewedlove you to have:
A background inoperationalleadership whereyouveguidedlarge teams through periods of growth and transformation.
Experience in people leadership with a passion forbuildingleadership depth engagement and performance across large teams.
An ability to translate strategy into clear executable planswith your teamsin complex evolving business and technology environments.
A curious and analytical mindset with the ability to use data to inform decisions andsupport team outcomes.
Experience building collaborative relationships and influencing outcomes with senior leaders.
A solid commercial acumen with experience managing budgets andcontributingto productivity and efficiency goals.
Workforce management experience ( similar) and a strong understanding of operational workforce planning.
Tertiary qualifications in a relevant discipline complemented by industry accreditations.
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.
Thisis aFull-timeopportunityon a12 MonthFixed Term Contract / Secondmentbased ineitherMelbourneBendigoor Adelaide.
Please note all internal candidatesare required tonotify 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 theRecruiterforthis 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
RecruiterEmail:
For more information check out theApplication Process for Internal Candidatespage.
Required Experience:
Director
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
About Company
Relevant. Valued. Connected. At Bendigo and Adelaide Bank we're aiming to be Australia's bank of choice.
