WHO ARE WE?

Police Bank is one of Australia’s fastest growing Mutual Banks. We are a progressive, purpose-driven financial institution, and we pride ourselves on offering a competitive range of financial products and services, all of which have been created with the needs of our members front of mind.

WHAT ARE WE LOOKING FOR?

We are seeking an experienced and hands-on Payments & Servicing Operations Manager to lead our high-performing team responsible for delivering critical payment and servicing activities to our members. This role oversees a small, dedicated team of 4–6 staff, ensuring seamless processing, strong member outcomes, and continuous improvement across daily banking operations.
You will play a key leadership role in driving operational efficiency, managing risk, and supporting a culture of service excellence.

ABOUT THE ROLE

• Lead and manage the day-to-day operations of the Payments & Servicing team, ensuring timely and accurate processing of member transactions and banking services.
• Oversee key functions including but not limited to: direct entry and BPAY payments, real-time payments (NPP/Osko), account maintenance, transaction disputes, and other servicing tasks.
• Monitor operational workflows and SLAs to ensure performance targets and member service standards are met.
• Identify and implement continuous improvement initiatives to streamline processes, enhance controls, and improve the member experience.
• Work collaboratively with cross-functional teams including Member Services, Risk & Compliance, IT, and Product to resolve complex issues and support change initiatives.
• Develop and maintain operational procedures, training guides, and control frameworks to support compliance and consistency.
• Coach, develop, and support team members through regular feedback, performance reviews, and professional development.
• Actively monitor and manage operational risks, incidents, and audit findings to ensure robust compliance with regulatory requirements and internal policies.
• Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous improvement.
• Coordinate daily workflow allocation, resource scheduling, and ensure the team adheres to all documented processes and procedures.
• Oversee and resolve payment exceptions, dishonours, and returns, ensuring alignment with ePayments Code, scheme rules, and internal procedures.
• Manage and monitor the end-to-end daily payment processing activities (inward and outward) including Direct Entry, NPP, BPAY, Visa, Bank@Post, and ATM transactions, ensuring compliance, accuracy, and timeliness in line with SLAs.
• Represent the team in projects, system enhancements, and core banking upgrades as they relate to payments and servicing operations.