It starts here. With Bendigo Bank… and you.

The Consumer Banking Division works closely with our customers, partners, staff, and communities to deliver exceptional experiences and build trusted relationships. Within this division, our Margin Lending and Wealth Management business unit manages two wholly owned subsidiary brands - Sandhurst Trustees Limited and Leveraged Equities Ltd - providing market-leading investment solutions, margin lending, managed funds, commercial lending, and custodial services.

The Customer Care & Governance Team plays a vital role across the division, dedicated to upholding the highest standards of customer service quality, governance, and regulatory compliance, while championing continuous improvement to make banking simpler and reduce customer effort.

As a key leadership role, the Senior Manager - Customer Care & Governance is responsible for leading the Customer Care & Governance Analysts, driving customer service quality assurance, overseeing complaints management (including IDR and EDR), and ensuring our frontline and partner-facing teams deliver compliant, professional, and high-quality experiences. You will be a central voice for the customer during business and technology change initiatives, identifying systemic trends from customer feedback to deliver lasting improvements.

Reporting directly to the Head of Wealth Products & Process Governance, you will be:

• Leading & Developing People: Coaching and mentoring the Customer Care & Governance team to foster an engaging, high-performance, and values-led culture.
• Overseeing Quality Assurance & Dispute Resolution: Managing QA monitoring programs and handling complex IDR/EDR disputes across Wealth and Margin Lending to maintain exceptional service and compliance standards.
• Championing Continuous Improvement & Change: Analysing customer feedback trends to uncover systemic root causes, acting as a key business stakeholder for customer-impacting change and technology initiatives.
• Embedding Line 1 Risk & Governance: Monitoring risk policies, managing breach and loss events, and partnering with Wealth leaders and cross-functional teams to align operational standards.

This is a Fixed Term Contract position for 15 months, which can be based in any Head Office Location. 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.

What you’ll bring to the role

• Industry Experience & Governance Acumen: 3+ years' experience within wealth management, margin lending, or financial services, with solid Line 1 risk awareness and knowledge of investment/gearing products.
• Proven People Leadership: Demonstrated track record of leading, coaching, and developing high-performing, customer-focused teams.
• Complaints Management & QA Expertise: Deep background in managing customer feedback, operational risk events, and formal dispute resolution (IDR/EDR).
• Strategic Problem Solving & Influence: Exceptional interpersonal and communication skills to translate complex trends into actionable solutions and influence stakeholders across business functions.
• Qualifications: Tertiary qualifications in Business, Commerce, or Finance preferred; RG146 (Tier 1) accreditation highly regarded.

So, why work with us?

• Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.
• Want to be more than just a number? Join a team that truly values you – and that gets more and more diverse every day.
• Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand.

You’ll also get access to a great range of benefits, including:

• Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life.
• Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.

We’re making better, bigger. And we’ll get there with you.

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!

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.

We are committed to responding to all candidates, regardless of the outcome of your application. Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!