It starts here. With Bendigo Bank… and you.

Lead a passionate team and empower customers experiencing financial hardship to regain stability. This is your chance to champion positive change, grow a high-performing team, and help redefine what exceptional customer care looks like.

About the role

As the Senior Manager – Complex Customer Care, you will lead a highly skilled team supporting customers experiencing complex financial hardship and vulnerability. This is a pivotal leadership role within our Mortgage Help and Collections team, focused on empowering customers to regain financial stability while meeting regulatory and commercial requirements.

You will drive operational excellence by delivering consistent, high-quality outcomes, uplifting credit capability, and implementing best practices across the team. This role also provides an exciting opportunity to shape a newly established function – bringing curiosity, energy, and innovation to re-imagine how we deliver exceptional customer care.

Working closely with internal stakeholders and external advocacy groups, you’ll champion the voice of the customer, lead key strategic initiatives including technology redesign and process improvement, and ensure the bank delivers on its commitment to supporting customers through hardship.

This is a permanent full-time opportunity to be located at one of our corporate offices in either Bendigo or Adelaide.

About you

To be successful you will have:

• Proven leadership experience managing operational teams within financial services.
• A strong background in customer hardship, vulnerability, or collections within a banking environment.
• Demonstrated success delivering strategic initiatives and driving operational change.
• Experience in credit management, including holding and exercising a Delegated Lending Authority (DLA).
• Deep understanding of risk management frameworks and regulatory compliance.
• Exceptional communication and conflict resolution skills, with the ability to simplify complex financial concepts.
• Resilience to manage challenging situations and deliver outcomes under pressure.
• Tertiary qualifications in Banking, Finance or a related field (preferred).

If you have a passion for helping customers, a drive for operational excellence, and a talent for leading high-performing teams, we’d love to hear from you!

Still in two minds?  

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

For more information, check out the Application Process for Internal Candidates page.  

PD:  PD - Senior Manager Complex Customer Care.pdf

Closing date: Friday 26 September