_{19th December, 2025}

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.
  
As a smaller bank, we offer something bigger — personal service, meaningful relationships, and real impact. We focus on individuals, tailoring support to help each person achieve their goals.
  
Our size also means broader opportunities for our people. You’ll gain exposure across the organisation and be part of work that matters.
  
If you're looking for more than just a job, if you want purpose, connection, and the chance to make a difference, BankVic is your smaller bank of bigger opportunity.
  
  
The opportunity:

  
As the Head of Member Experience – Contact Centre, you will oversee the day-to-day operations of the entire Contact Centre operations, including insurance sales performance, partner relationship management, quality assurance, member onboarding and workforce management.  
  
We’re seeking a dynamic leader to drive performance across our Contact Centre, Member Acquisition, and Quality Assurance teams. You will lead with both strategic and operational focus, ensuring effective workforce planning, capacity management, and optimisation that drive efficiency, compliance, and alignment with organisational objectives 
  
You’ll 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 fantastic opportunity to make a real impact by shaping team success and delivering 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, oneonone 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. 
• Actively 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, helping our organisation remain competitive and forward thinking. 

To be successful in this role, you will have:  
  

• Tertiary qualification in Business, Management, Commerce, Finance, or a related discipline.  
• Substantial senior leadership experience (typically 5+ years) in a high-volume contact centre, call centre or customer service operations environment – ideally within financial services, superannuation, insurance or a regulated entity 
• Demonstrated track record of driving sales performance and delivering growth in a contact centre context.  
• Proven experience in managing partner/vendor relationships.  
• Demonstrated competence in workforce management, including forecasting, capacity planning, rostering, performance management, coaching, and building high performing teams in multi-channel environment.  
• Excellent verbal and written communication skills, stakeholder engagement, and leadership skills, including the ability to influence senior executives, partners, and cross-functional teams.  
• Proven 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 — including AML/CTF, KYC, privacy, complaints management, and fit and proper standards (e.g., via Australian Prudential Regulation Authority (APRA) and Australian Securities & Investments Commission (ASIC)). 
• Experience with business continuity planning, disaster recovery and operational resilience in contact centre settings. 

 
What we can offer:
  

• Discounts and savings off a range of our products and services.
• Access to additional five days of leave.
• Ambulance Victoria Membership.
• Employee assistance program.
• 2 days paid volunteer leave.
• Generous parental leave provisions.
• Ongoing professional development with access to study leave.
• Reward and recognition program.

  
At BankVic, we believe that diversity and inclusion make us stronger.

We value the unique perspectives and experiences each person brings to our team. If you require any support or adjustments during the recruitment process, please let us know, we're here to help make your application experience as smooth as possible.
  
Even if you don’t meet every requirement listed, we encourage you to apply. Your potential and passion matter just as much as your qualifications, and you might be exactly who we’re looking for.
  
If you’re seeking to make a difference and find purpose in your work, it’s time to join us at BankVic, click apply.

Applications close Friday 9 January 2026 (although we encourage you to apply today, as we review applications as they come in and reserve the right to close applications early). 

Please note, due to the festive season approaching, applications will be reviewed in the New Year. 
  
Note: as part of our recruitment process, we require successful candidates to undertake background checks.
  
BankVic are managing this opportunity in-house, so we kindly ask that recruitment agencies do not share unsolicited applications or contact the hiring manager.

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