Delivery Service and Transformation Lead

About the Role

Are you ready to lead transformative change and drive customer-centric excellence across operations? We're seeking a strategic and inspiring Delivery Service and Transformation Lead to shape the future of our organisation. In this pivotal role, you'll translate business and customer needs into actionable outcomes, manage third-party supplier relationships, and deliver high-impact initiatives that elevate both customer and employee experiences. You'll also play a key leadership role—guiding teams, coaching peers, and fostering a culture of innovation, empathy, and continuous improvement.

Key Responsibilities

• Lead teams and manage direct reports with a focus on data-driven decision-making and continuous improvement
• Coach and support peers on complex projects and initiatives
• Utilise project management expertise to oversee strategic initiatives
• Drive customer and business-focused outcomes during critical operational moments
• Lead data-driven solutions to enhance operational efficiency and customer satisfaction
• Act as the voice of the customer and business, translating insights into strategic action
• Design and implement a transformation roadmap aligned with organisational goals
• Manage third-party suppliers in the lending origination journey, ensuring performance and compliance
• Analyse initiative effectiveness and identify opportunities for continuous improvement
• Apply strong problem-solving skills to break down complex issues and drive solutions
• Communicate effectively with internal teams and external stakeholders
• Motivate and manage staff within a collaborative team environment

About You

You're a visionary leader with a passion for transformation and a deep understanding of operational excellence. You bring clarity and purpose to complex challenges, inspire teams to embrace change, and champion customer and employee experiences. You're curious, digitally savvy, and thrive in dynamic environments where innovation and integration are key.

Skills and Experience

• Solid experience within banking and insurance, with deep expertise in lending and collections
• Extensive experience in project management and agile service delivery frameworks
• Certified Scrum Master and Product Owner, or equivalent qualifications
• Proven ability to lead teams and coach peers through complex projects
• Strong analytical mindset with commercial acumen and data-driven decision-making
• Experience managing product simplification and remediation initiatives
• Exceptional communication and stakeholder engagement skills
• Expertise in Human-Centered Design and strategic planning
• Ability to manage multiple streams in a fast-paced, collaborative environment
• Demonstrated success in delivering high-profile digital products and services

About us:

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recogniszed socially responsible bank with profit-for-purpose as the our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.

We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.

We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at or find us on LinkedIn

How to apply:

Please click the APPLY button and follow the prompts.

For a confidential conversation, please contact

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.