It starts here. With Bendigo Bank… and you.

Are you an experienced Quality Assurance and Governance leader who thrives at the intersection of operational excellence, commercial rigor, and regulatory resilience?

We are seeking a high-calibre Quality Assurance & Governance Lead (BPO & Strategic Partnerships) to design, operationalise, and mature our enterprise Quality Management Framework across core third-party service delivery partnerships.

Reporting into the Head of BPO Quality and Performance, you will lead an independent team of QA Specialists, act as an authoritative Line 1 risk owner, and ensure our external delivery partners operate at the highest standards of quality, customer care, and prudential compliance.

What You’ll Do

As a pivotal leader across our strategic vendor landscape, you will establish proactive oversight, transform transactional quality checks into strategic intelligence, and drive sustainable continuous improvement.

Key responsibilities include:

• Strategy & Framework Design: Design, build, and evolve our enterprise Quality Management Framework (QMF) aligned to ISO 9001 standards and APRA CPS 230 operational resilience requirements. Develop risk-based "assurance of assurance" sampling models, confidence intervals, and scorecard weightings.
• Lead Independent QA Operations: Direct day-to-day execution of objective, evidence-based quality evaluations by QA Analysts. Lead targeted deep dives and thematic reviews on high-risk workflows, regulatory remediation items, and complex customer journeys.
• Partner Governance & Calibration: Chair pragmatic operational quality forums with BPO partner leadership. Lead executive calibration sessions to eliminate scoring variance, resolve operational disputes assertively, and protect contractual SLAs and Minimum Performance Levels (MPLs).
• Line 1 Risk & Prudential Compliance: Own aggregate partner risk profiles, operationalising mandatory CPS 230 / CPS 231 controls and aligning activities to the Financial Accountability Regime (FAR). Drive root cause analysis and verify sustainable Corrective and Preventive Actions (CAPA).
• Diagnostic Intelligence & Continuous Improvement: Turn transactional data into executive dashboards, interrogating systemic root causes and partnering closely with Lean Six Sigma/Continuous Improvement teams to drive process re-engineering and waste reduction.
• People Leadership: Inspire, coach, and build capability within a team of Quality Assurance Specialists, fostering a culture of analytical rigor, curiosity, and objective inquiry.

Key Stakeholders & Collaboration

• Leadership & Reporting: Report directly to the Head of BPO Quality & Performance, working alongside GM Strategic Partnerships & Service Management and Commercial Governance Leads.
• Team: Directly lead and mentor a team of dedicated Quality Assurance Specialists.
• Internal Cross-Functional: Partner closely with Partner Performance Leads, Continuous Improvement, Line 1 Risk & Controls, Line 2 Compliance, Internal Audit (Line 3), and Customer Operations Leadership.
• External Partners: Interface directly with senior operational, quality, and leadership teams across our strategic BPO partners

What You’ll Bring

To be successful in this role, you will bring a balanced mindset spanning quality assurance rigor, vendor governance, and financial services risk management.

• Experience: 5–8+ years leading quality assurance, operational risk, or partner governance functions within banking, financial services, or large-scale BPO outsourced environments.
• Assurance & Methodology Acumen: Deep expertise in "assurance of assurance" operating models, statistical risk-based sampling, quality scorecards, calibration methodologies, and ISO 9001 frameworks.
• Prudential & Regulatory Knowledge: Proven practical understanding of the Australian banking landscape—specifically APRA CPS 230 / CPS 231, the Three Lines of Defence (3LoD) model, and FAR operational impacts.
• Commercial Acumen & Conflict Resolution: Demonstrated experience navigating commercial contracts, managing third-party SLAs/SOWs, quantifying financial and operational risk, and resolving partner disputes constructively.
• Analytical Translation: Proven ability to synthesize complex QA metrics and data trends into compelling, actionable operational narratives and executive reporting packs.
• People & Stakeholder Leadership: A collaborative, high-empathy leadership style with demonstrated success developing technical/analytical talent and influencing senior stakeholders with competing priorities.

Ready to Apply?

If you are ready to take ownership of a mission-critical quality and governance portfolio, we would love to hear from you.

Submit your resume and cover letter detailing your experience leading quality assurance and partner governance within regulated environments.

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 role is a Full time, permanent opportunity based in any of our head office locations.   

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at! 

So, what are you waiting for? Come and join the better big bank!

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! We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We are committed to responding to all candidates, regardless of the outcome of your application.