Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.
The Supervisor Business Banking Support leads the day‑to‑day customer service and support function for the Bank’s business banking customers, ensuring a high‑quality, efficient and consistent service experience. Supporting the wider Business Banking team, the role is responsible for supervising a team of bankers, maintaining and improving business banking support materials and processes, and monitoring team performance against agreed service levels and targets. Working closely with the Manager – Business Banking & Program Lending, the role contributes to customer retention, operational excellence and the delivery of the Bank’s business banking strategy.
Why join us
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 14% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.
What you will be doing
- Lead the day‑to‑day Business Banking Support function, ensuring business customer enquiries are managed efficiently and meet agreed service level standards.
- Monitor and analyse team performance, ensuring enquiries are resolved accurately, consistently and within established SLAs.
- Lead, coach and develop the Business Banking Support team, fostering a high‑performing, customer‑focused and collaborative team culture.
- Establish and monitor team KPIs, performance outcomes and workforce planning activities, including recruitment, rostering, leave management and capability development.
- Maintain and continuously improve business banking support materials, including customer communications, policies, procedures and operational guides.
- Ensure team members are informed, trained and supported to deliver consistent service and comply with relevant legislation, industry standards and Bank policies.
- Partner with Business Banking and Impact Lending teams to enhance customer support processes and contribute to the delivery of the Business Banking strategy.
- Provide performance reporting, insights and recommendations to management, supporting portfolio retention, service improvement and operational effectiveness.
What you will bring
- Strong people leadership capability, with demonstrated experience leading, coaching and developing teams to deliver exceptional customer outcomes.
- Resilient and adaptable, able to work effectively in a fast‑paced environment, manage competing priorities and meet deadlines.
- Excellent communication and interpersonal skills, with the ability to build strong relationships across teams and stakeholders.
- Proven customer focus, with experience identifying and delivering banking solutions that meet customer needs and align with organisational values.
- Strong problem‑solving skills, with the ability to investigate, resolve and follow up enquiries efficiently and effectively.
- High attention to detail, strong organisational skills and the ability to work both independently and collaboratively.
- Sound understanding of business banking, including business entities and corporate customer structures, with the ability to quickly build expertise in Bank Australia’s policies and procedures.
- Demonstrated experience in team leadership (3+ years) and proficiency with Microsoft Office and banking systems; experience with Data Action and Microsoft Dynamics highly regarded.
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.
By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.
Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.
