Member Delivery Leader

Member Delivery Leader

Are you ready to take your career to the next level with People First Bank? We are looking for experienced leaders to join our National Contact Centre where every day brings new opportunities to grow, lead, and make an impact.

In this role, you'll empower our Member Service & Sales Consultants to achieve their goals by providing tailored solutions for our members. You'll also drive continuous improvements in operational efficiency, always aiming to enhance service levels for our members.

This position is being offered on a permanent, full-time basis.

**Key responsibilities include**:

- Delivering outstanding member service and sales performance across all relevant channels and products.
- Cultivating a positive team culture by driving high employee engagement, aligned with corporate KPIs.
- Ensuring compliance and risk management obligations are consistently prioritised and met.
- Leading in a way that fosters a culture aligned with our organisational purpose and strategy, while always prioritising the member experience.
- Mentoring, coaching, and developing your team to achieve exceptional results, with a strong focus on keeping the member at the centre of every interaction.
- Promoting a culture of service excellence and strong member experience by incorporating feedback, coaching, and training into one-on-one staff sessions.
- Supporting the identification and implementation of initiatives to improve member service, including reducing failure demand, process improvements, and enhancing productivity and efficiency.
- Contributing to the growth of members, revenue, and profitability in line with KPIs and organisational targets.
- Collaborating with leaders across the Member Experience & Growth division to ensure a consistent, aligned member experience across all products and channels.

**About you**

To be successful in the role you will have:

- Proven leadership skills in a contact centre environment that foster a culture aligned with organisational purpose and strategy.
- Demonstrated ability to effectively manage change to achieve operational results.
- Proven ability to deliver member first outcomes to achieve team targets / budgets.
- Ability to lead and inspire team members to drive actions that support organisational goals.
- Act as a role model for the values of the credit union and your team.
- Demonstrated energy and passion for achieving excellence and success.
- Proven experience in mentoring, coaching, and developing individuals to reach desired outcomes.

Our National Contact Centre provides extended service hours, offering you a variety of shifts between 7 am and 11 pm, Monday to Friday, and from 8:30 am to 5 pm on Saturdays. Saturday shifts rotate every 10 weeks, and there will be an on-call (overnight) requirement for one full week, also rotating every 10 weeks. To support your work-life balance, we offer clear and set rosters in advance, making it easy for you to plan ahead.

**Why you'll love working with us**

People First Bank - our new brand - is all about our people.

It starts with our team members. We're committed to creating a supportive work environment where you can grow, feel valued, and are proud advocates of our members and our business. You'll also enjoy financial and lifestyle benefits to help you succeed and be yourself.
- Flexible and hybrid working arrangements
- Boost your income with exclusive discounts on banking products and services, and discounts on shopping at hundreds of Australian retailers and services.
- Advance your career with ongoing training, coaching, support and opportunities for secondments and projects.
- Access comprehensive wellbeing support, including our Employee Assistance Program, a mental health wellbeing app, and dedicated wellbeing leave.
- Make a difference with paid volunteering days, Workplace Giving, and participation in a diverse range of community and charitable initiatives
- Be recognised for your contributions through our peer driven recognition program.

**About Us**

In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual banking organisation and a genuine, member-owned alternative to the major banks. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
- We are 100% member owned, with 700,000+ members and 1,900+ employees. We have dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and 90 branches across NSW, NT, QLD, SA and VIC, trading under three brands, Heritage Bank, People's Choice and People First Bank.
- We exist to create a better future for our members and the communities in which they live. Supporting our communities is at the heart of everything we do and when you come to work with us, you'll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members,