Regional Member Experience Manager - Great Sydney

As Australia’s longest serving Defence financial institution, we have supported those who protect and serve our country for over 65 years. And as a member-owned bank, we are here for our members first, helping them to achieve their financial goals with a range of competitive products and personalised service. In 2024, we were named one of the World’s Best Bank by Forbes and won Canstar’s Consumer Bank of the Year for Everyday Banking.

At Australian Military Bank, we exist to serve those who serve. As a member-owned bank, our decisions are driven by what’s best for our members - not shareholders.

We’re looking for an experienced and commercially driven Regional Member Experience Manager to lead our branch network, drive performance and elevate member experience across your region.

Your Role:

This is a leadership role responsible for driving regional growth, leading high performing teams and delivering exceptional member outcomes. You will oversee multiple branches, ensuring strong performance, operational excellence and compliance with regulatory and internal frameworks. You’ll also play a key role in strengthening our presence within the Defence community and building strategic partnerships.

This role reports to the Chief Member Experience Distribution Officer and includes leadership of branch based teams across your region (Williamstown, Garden Island and Holsworthy and Albatross).

Key Responsibilities:

Drive Growth & Performance

• Deliver regional targets across home lending, consumer lending, deposits and insurance
• Develop and execute strategic business plans aligned to measurable outcomes
• Analyse performance and provide insights through reporting and local market intelligence
• Build brand presence and grow membership within the Defence community

Lead & Develop Your Team

• Lead, coach and develop branch teams to achieve strong performance outcomes
• Manage performance, including addressing underperformance and implementing improvement plans
• Drive a high performance, accountable and collaborative culture

Deliver Exceptional Member Experience

• Champion a member first culture and drive NPS outcomes
• Ensure high service standards, including call quality and service levels
• Manage and resolve member complaints effectively

Risk & Compliance

• Ensure adherence to retail compliance frameworks, policies and regulatory obligations
• Balance commercial outcomes with risk management to protect members and the Bank

About You

You are a people first leader with strong commercial acumen and a proven track record in retail banking or financial services. You will bring:

• Experience leading multi site or regional teams
• Strong lending and banking product knowledge
• A track record of achieving KPIs and growth targets
• Ability to coach, influence and develop high performing teams
• Strong stakeholder management and relationship building skills
• Confidence operating in a regulated environment

What You’ll Need

• Demonstrated leadership experience (minimum 2+ years)
• Experience managing lending teams
• Strong communication and reporting capability
• Tier 2 Financial Services (or equivalent) – desirable
• Valid driver’s licence (travel required across branches)

Benefits

Working with Australian Military Bank will provide you access to a great range of benefits including:

• Staff Banking product + Services discounts
• Novated Leasing options
• 4 weeks of paid parental leave, with superannuation continuing to be paid during unpaid maternity leave for up to 52 weeks
• Purchased Leave option
• Referral Reward Program
• Employee Assistance Program
• Annual Flu Shot + Blood Donor Leave
• Polo Shirt provided
• Service Awards

Why Us

Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working. 

Probity check

As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.  

 This is an exciting, challenging position with the opportunity to build your career with a highly trusted mutual bank. We move quickly with our interview process, if you are keen please submit your CV today!