Job Title

Overview Head of Member Experience Contact Centre at BankVic. BankVic is the member-owned bank for those who serve our communities police, emergency, and health workers. We exist to help our members and communities go further in life, by living our values: Together, Honest, and Brave. We offer personal service, meaningful relationships, and real impact, with opportunities to learn and grow within a smaller bank with a bigger opportunity. Opportunity As the Head of Member Experience Contact Centre, you will oversee the day-to-day operations of the entire Contact Centre, including insurance sales performance, partner relationship management, quality assurance, member onboarding and workforce management. You will drive performance across the Contact Centre, Member Acquisition, and Quality Assurance teams, with a focus on strategic and operational leadership, workforce planning, capacity management, and process optimisation to drive efficiency, compliance, and alignment with organisational objectives. You will supervise, coach, and support leaders and their teams to achieve sales, service, and compliance KPIs, while fostering a high-performing, member-centric culture. This is a great opportunity to shape team success and deliver exceptional outcomes for our members. Responsibilities Lead the training, development, and performance management of team members. Oversee and continuously improve member onboarding processes. Deliver strong sales results in insurance and financial products by driving campaigns and guiding team performance. Manage and optimise telephony infrastructure, workforce management systems, and operational tools. Lead the Quality Assurance function to enhance call quality, ensure compliance, and deliver consistent member experiences. Build and maintain partner and vendor relationships to ensure high quality service delivery, commercial alignment, and support for strategic initiatives. Drive staff engagement and accountability through regular meetings, one-on-one coaching, and performance reviews. Provide expert guidance on BankVic products and services. Ensure all activities and member interactions are conducted in full compliance with legislative, regulatory, and organisational policies, including AML/CTF, KYC, APRA, ASIC, Privacy, and Complaints Management requirements. Work closely with peers and senior leaders to drive strategic initiatives, enhance member outcomes, and support overall business success. Participate in business continuity planning and disaster recovery processes, ensuring operational readiness and effective recovery of Contact Centre operations in the event of disruption. Stay up to date with the latest contact centre technologies and innovations to keep BankVic competitive and forward-thinking. Qualifications Tertiary qualification in Business, Management, Commerce, Finance, or a related discipline. Senior leadership experience (typically 5+ years) in a high-volume contact centre, call centre or customer service operations environment, preferably within financial services, superannuation, insurance or a regulated entity. Track record of driving sales performance and delivering growth in a contact centre context. Experience managing partner/vendor relationships. Competence in workforce management, including forecasting, capacity planning, rostering, performance management, coaching, and building high-performing teams in a multi-channel environment. Excellent verbal and written communication skills, stakeholder engagement, and leadership abilities, with the capacity to influence senior executives and cross-functional teams. Ability to lead, motivate, and develop high-performing teams in a dynamic contact centre environment. Deep understanding of regulatory frameworks relevant to banking/insurance contact centres (AML/CTF, KYC, privacy, complaints management, fit and proper standards). Experience with business continuity planning, disaster recovery, and operational resilience in contact centre settings. What we can offer Discounts and savings on a range of products and services. Access to five additional days of leave. Ambulance Victoria Membership. Employee assistance program. Two days paid volunteer leave. Generous parental leave provisions. Ongoing professional development with study leave. Reward and recognition program. Additional information At BankVic, we value diversity and inclusion and welcome applications from all backgrounds. If you require any support or adjustments during the recruitment process, please let us know. We encourage you to apply even if you dont meet every listed requirement. Applications close Friday 9 January 2026. Note: recruitment may review applications in the New Year, and background checks will be undertaken for successful candidates. #J-18808-Ljbffr