About the Opportunity

Are you an experienced operational leader who thrives at the intersection of strategic partner relationship management, service delivery, and operational excellence?

As our Customer Performance Lead, you will play a pivotal role in managing and nurturing our strategic relationship with our external lending operations delivery partner. Serving as the vital bridge between internal business functions and our outsourced partner network, you will drive operational health, champion continuous improvement, and ensure our partner delivers exceptional, compliant, and seamless outcomes for our customers.

This role combines high-level governance and risk oversight with hands-on escalation management, ensuring vendor accountability to contractual, regulatory, and customer service commitments.

What You’ll Do

In this role, you will act as the central point of coordination and alignment across operations, risk, and delivery. Key responsibilities include:

• Strategic Partner Engagement: Build transparent, trust-based relationships with external delivery partners, setting clear expectations, priorities, and performance standards.
• Service Delivery & Performance Oversight: Actively monitor SLAs, turnaround times, quality metrics, and operational stability across all partnered lending operations.
• Governance & Insights: Lead operational review rhythms (including Monthly Business Reviews and deep-dive forums), delivering actionable reporting, risk analysis, and operational trend identification.
• Escalation & Incident Management: Manage operational escalations, oversee incident remediation, and address recurring root causes through robust corrective action plans.
• Change Readiness & Delivery: Champion operational readiness for regulatory, system, or process changes impacting lending workflows, coordinating testing, training, and smooth transition management.
• Risk, Controls & Compliance: Embed a strong risk-first mindset, proactively identifying control gaps, ensuring regulatory alignment, and upholding strict compliance and business continuity standards.
• Cross-Functional Collaboration: Partner closely with peers across Customer Enablement, Risk & Compliance, Product, Technology, and Retail Banking to deliver a unified interface to the partner.

What You’ll Bring

We are looking for a collaborative, commercially astute professional with proven capability in managing outsourced or offshore operations in a regulated environment.

Key skills and qualifications:

• Vendor & Outsourcing Management: Demonstrated experience overseeing third-party, offshore, or outsourced operational delivery models within banking or financial services.
• Lending Operations Knowledge: Solid background and functional understanding of end-to-end retail and third-party lending processes and service delivery.
• Governance & Performance Reporting: Proven track record running operational review forums, tracking KPIs/SLAs, and delivering insightful executive-level reporting.
• Stakeholder & Influencing Capabilities: Advanced communication and negotiation skills with the ability to influence cross-functional teams and external leadership.
• Continuous Uplift & Problem Solving: Passion for operational uplift, root-cause remediation, and driving efficiencies that directly enhance the customer and partner experience.
• Risk & Regulatory Acumen: Sound understanding of regulatory obligations, risk management principles, and compliance controls within the Australian banking landscape.

Why Choose Us?

We believe banking is about people. When you join our team, you join an organisation committed to making a genuine difference to our customers, our communities, and each other.

• Flexibility & Balance: We offer practical hybrid working arrangements and support genuine work-life balance.
• Career Pathways: Ongoing professional development, leadership programs, and structured internal mobility opportunities to support your growth.
• Inclusive Culture: A supportive, diverse, and values-driven workplace where your voice matters and your contributions are recognized.
• Competitive Benefits: Generous banking benefits, employee discounts, paid parental leave, and health and wellbeing initiatives.

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, permenent role based in any of our major head office locations.

Position description:

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.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

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.