| Adelaide, SA, AUS, 5000
| Bendigo, VIC, AUS, 3550
| Brisbane, QLD, AUS, 4000
| Melbourne, VIC, AUS, 3000
| Sydney, NSW, AUS, 2000
Closing date: 10th of June 2026, shortlisting and interviews may commence prior to closing date so don’t delay: apply now!
Shape the future of our outsourced operations by driving uncompromising quality and performance across our strategic partnerships
It starts here. With Bendigo Bank… and you.
Are you a strategic leader with a passion for operational excellence and vendor governance? We are seeking a Head of BPO Quality and Performance to establish and lead our Quality Management Framework across all outsourced operations.
In this critical senior leadership role, you will ensure our strategic BPO partnership delivers the highest standards of quality, compliance, and performance. You will be the driving force behind a culture of "zero surprise operations" and continuous improvement, designing an assurance function that provides confidence to our Executive team, Board, and regulators that risks are mitigated and partner performance is expertly managed.
You will be joining the Operational Excellence and Partner Performance Team within our Customer Enablement Division. Our core focus is to uplift and maintain operational performance by embedding an accountable performance culture. We leverage best-in-class tools and ways of working to ensure that our outsourced activities meet the exact same rigorous quality and compliance standards as if they were performed internally.
What You Will Be Doing
As a central point of coordination between our external BPO partner, Internal Executives, and Support & Control functions, your key accountabilities will include:
- Quality Framework & Strategy: Designing and implementing an enterprise Quality Management Framework aligned with APRA requirements and ISO 9001 best practices.
- Independent Quality Assurance (QA): Leading the independent QA function, conducting risk-based sample checks on partner outputs to validate service quality and QC effectiveness.
- Performance Management: Defining and monitoring KPIs and SLAs, and developing insightful executive dashboards that translate complex data into a clear view of quality, risk, and improvement trends.
- Governance & Risk Ownership: Leading quality governance forums with our BPO partner, driving accountability, managing escalations, and ensuring adherence to contractual and regulatory obligations.
- Continuous Improvement: Utilizing data-driven insights to identify systemic issues, oversee root cause analysis, and implement effective corrective and preventive actions.
- People Leadership: Building, coaching, and leading a high-performing team of quality and performance specialists.
About You
You are a recognized expert in quality management and outsourcing governance within a highly regulated environment. Your sharp eye for risk is balanced with a pragmatic, commercial approach to driving continuous improvement.
To be successful in this role, you will need:
- 10+ years of senior experience in vendor management, service delivery, or outsourcing governance within a complex financial services environment.
- Proven success in building, leading, and operationalizing quality assurance functions.
- Deep understanding of banking operations, risk management, and regulatory frameworks (specifically APRA CPS 231 and CPS 230).
- Exceptional analytical skills with a proven ability to influence senior stakeholders, executives, and external partners.
- Demonstrated leadership experience in building and managing high-performing teams.
Desirable but not essential:
- Tertiary qualifications in Business, Finance, or a related field (Postgraduate/MBA highly regarded).
- Certifications in quality management or process improvement (e.g., Lean Six Sigma Master Black Belt, Certified Quality Manager, ISO 9001 Lead Auditor).
Why Join Us?
This is a unique opportunity to shape the quality landscape of a major strategic partnership and make a tangible impact on our operations and customer protection.
If you are ready to drive excellence and lead a high-performing team, apply today!
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!