Manager – Extra Care | Vulnerability Specialist at Bendigo Bank

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

0.0

Posted On

16 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Vulnerable customer support, Financial services regulation, Operational change management, Strategic decision-making, Risk management, Compliance, Stakeholder management, Coaching, Mentoring, Quality assurance, Communication, Problem solving, Continuous improvement, Regulatory reporting, Empathy

Industry

Banking

Description

At Bendigo Bank, we believe how we respond when customers need extra care says everything about who we are. Within our Customer Resolutions function, the Extra Care team plays a critical role in supporting vulnerable customers with empathy, fairness and consistency — while meeting our regulatory and community obligations. As Manager, Extra Care, you will lead a specialist team dedicated to guiding and supporting customers experiencing vulnerability— contributing valuable insights, trends and systemic learnings that influence decision-making at executive and board level. Key responsibilities: * Lead and develop a specialist team delivering high-quality, consistent support for vulnerable customers * Embed and operationalise the bank’s vulnerable customer framework across systems, processes and quality assurance * Act as a key escalation point, making timely, balanced decisions on complex and sensitive customer matters * Drive operational efficiency and quality through clear performance measures and decision frameworks * Identify, analyse and address systemic issues impacting vulnerable customers, contributing to sustainable solutions * Partner closely with internal stakeholders including IDR/EDR, branches, Mortgage Help, Customer Contact and Customer Advocate * Provide coaching, mentoring and guidance to build capability, confidence and resilience within the team * Lead quality assurance uplift, embedding learnings through targeted training and continuous improvement * Monitor regulatory, legislative and industry developments, translating change into practical improvements * Contribute insights, emerging trends and themes into management and board reporting * Ensure all activity meets risk, compliance and regulatory requirements, including BCoP and RG271 obligations To succeed in this role, we’d love you to have: * Proven leadership experience managing customer-facing teams in financial services * Strong experience supporting vulnerable customers * Advanced knowledge of Australian financial services regulation, including BCoP, Privacy and consumer protection obligations * Demonstrated ability to lead operational and strategic change within a regulated environment * Strong judgement, empathy and resilience when working with sensitive and high-impact customer matters * Excellent communication skills, with the ability to translate complex legal or financial concepts into plain English * Experience partnering with senior stakeholders to resolve issues and drive customer-focused outcomes * A continuous improvement mindset, with experience identifying systemic issues and driving sustainable change * Strong risk awareness and the ability to balance customer outcomes with regulatory and commercial considerations * Alignment with BEN’s values of make a difference, own it, find the right way and be better together 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 12 month Secondment, Full-time opportunity based in either Melbourne, Bendigo or Adelaide. 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. Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.  Recruiter Name:  Crystal McNabb – Senior Talent Acquisition Advisor Recruiter Email:  crystal.mcnabb@bendigoadelaide.com.au For more information, check out the Application Process for Internal Candidates [https://bendigoadelaidebank.sharepoint.com/sites/Staff/SitePages/Application-Process-for-Internal-Candidates.aspx] page. 

Responsibilities

The Manager of Extra Care leads a specialist team dedicated to supporting vulnerable customers while ensuring compliance with regulatory and community obligations. They are responsible for embedding the vulnerable customer framework, driving operational efficiency, and providing insights to executive leadership.