Team Leader Customer Operations at GSB

Brisbane, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

08 Jul, 26

Salary

0.0

Posted On

09 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People management, Coaching, Mentoring, Banking, Customer service, Workflow management, Resource scheduling, Performance monitoring, Complaint resolution, Process improvement, Staff onboarding, Financial services, Stakeholder management, Regulatory compliance

Industry

Banking

Description

As the Customer Operations Team Leader you will be playing a pivotal role in ensuring the smooth functioning of daily activities, maintaining high standards of service, and fostering a positive team environment. This team interacts with the customer at key stages of their relationship with the bank, including onboarding, applying Power of Attorneys, tax residency changes, amendments to core customer details, credit card changes and membership resignations. The team also assist our customers through the difficult situations of Deceased Estates. The role is currently open to internal applicants only. Applications must be received by close of business on 17/04/2026. Due to the importance of the position, interviews may commence before the closing date. If you are interested in discussing the role further, please contact Adriano Artini, the hiring manager, for a confidential conversation. You’ll make an impact by: Responsible and accountable for coordinating a team of Operations Officers and managing the workflow allocation, resource scheduling and team’s adherence to process and procedures. Monitor and evaluate team member performance, identifying areas of improvement and implementing the necessary coaching, training and development. Ensuring high levels of customer experience and satisfaction, intervening in any serious or complex complaints and ensuring swift resolution Proactively identify opportunities for process improvement and assist with project delivery across the business Ensure processes are in place, documented and maintained and that each team member understands the role they play Provide training and development to support new staff onboarding. Handling complaints and speaking with our customers. Do things differently with us To succeed in this role, you will have: Minimum 2 years previous experience in Financial Services or related industry, with experience in people management, including coaching and mentoring staff to achieve team and organisational goals. A comprehensive understanding of banking and customer service. Knowledge of relevant finance industry standards, acts, codes, and legislations (e.g., CCC, Code of Practice, Privacy Act) Strong customer service ethic and the ability to successfully establish and maintain effective relationships Be willing to think outside of the box and challenge yourself to grow and develop Why Great Southern Bank? Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include: Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching. Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week. Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more! Imagine working for a bank that truly helps people. You can. Questions? Please contact our Talent Acquisition team at careers@gsb.com.au At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day. #LI-Hybrid

Responsibilities

The Team Leader is responsible for coordinating Operations Officers, managing workflow, and ensuring adherence to banking processes and procedures. They also monitor team performance, provide coaching, and ensure high levels of customer satisfaction through effective complaint resolution.