Head of Customer Operations | Customer Enablement

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 for fostering operational excellence nurturing strong leadership and people capability and evolving our operations to meet changing customer industry and technology expectations. Leading teams across wealth servicing specialised accounts and processing you will cultivate a performance‑driven customer‑centric culture underpinned by data‑led decision making and strong accountability. You will be instrumental in transforming how we operate improving efficiency embedding best‑practice operations and ensuring our people are equipped to deliver the best outcomes for customers today and into the future. Key Responsibilities Guide and develop a high performing engaged customer operations function aligned to the Banks strategy and values. Shape the strategic direction for Customer Operations and help the team deliver against a clear executable roadmap. Foster a culture of operational excellence accountability and continuous improvement across all teams. Ensure a seamless integrated operational experience for customers across multiple products and services. Build strong partnerships with senior leaders across customer‑facing and enabling divisions. Champion the customer by continuously reviewing service levels and identifying opportunities for improvement automation and innovation. Empower teams with data and insights to enhance performance efficiency and productivity. Guide change effectively ensuring teams are engaged supported and equipped to embrace transformation. Manage the functions financial health while proactively identifying and capturing value enhancement opportunities. Embed strong risk awareness and compliance within decision‑making balancing customer outcomes commercial impact and risk. To Succeed in This Role A background in operational leadership where you’ve guided large teams through periods of growth and transformation. Experience in people leadership with a passion for building leadership depth engagement and performance across large teams. An ability to translate strategy into clear executable plans with your teams in complex evolving business and technology environments. A curious and analytical mindset with the ability to use data to inform decisions and support team outcomes. Experience building collaborative relationships and influencing outcomes with senior leaders. A solid commercial acumen with experience managing budgets and contributing to 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 a hybrid model with a minimum local Head Office attendance requirement determined by 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 is a Full‑time opportunity on a 12‑Month Fixed Term Contract / Secondment based either in 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. Recruiter Name: Natalie Cornell Senior Talent Acquisition Advisor Key Skills Succession Planning Growing Experience Expense Management Management Experience Rackspace Laboratory Management Senior Leadership Operations Management Relationship Management Leadership Experience Negotiation Taxonomy Employment Type: Full-Time Experience: years Vacancy: 1 Head Of Customer • Melbourne, Melbourne, Australia #J-18808-Ljbffr