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 Lending Service Supervisor is responsible for leading a high-performing lending service team by building leadership capability in team leaders, monitoring service targets, and ensuring efficient delivery of lending support and enquiries. The role focuses on coaching for performance, meeting KPIs, and driving continuous process and operational improvements to enhance customer service outcomes.

Why join us

• We have big plans to become Australia’s leading purpose-driven bank.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
• 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 13% 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 and support team leaders to build capability, ensure wellbeing, and drive high performance
• Oversee recruitment, rostering, leave management, and ensure compliance with Bank Australia policies
• Establish and monitor KPIs, ensuring consistent service delivery and operational efficiency
• Evaluate team skill gaps and identify opportunities for training and development
• Ensure consistent application of lending procedures, policies, and service standards across the team
• Support the implementation of retail strategy and business plans related to lending
• Maintain strong relationships with internal stakeholders and ensure teams are informed on service-related matters
• Conduct performance appraisals and ensure timely completion across the service team
• Contribute to productivity and service level reporting, providing accurate and timely insights
• Drive continuous improvement initiatives to enhance customer service and operational processes
• Perform other duties as directed by the manager.

What you will bring

• Demonstrated professionalism, a collaborative leadership style, and a passion for delivering excellent customer experiences
• Strong alignment with Bank Australia’s values and strategic direction
• Proven leadership experience with the ability to build high performing, engaged teams
• In-depth knowledge of Bank Australia’s lending products, services, systems, and relevant legislation
• Advanced communication, influencing, and decision-making skills, with the ability to manage conflict and solve problems effectively
• Strong organisational and prioritisation skills, with the ability to allocate work under pressure
• Experience in report writing, compliance, risk management, and performance monitoring
• A commitment to continuous improvement, accountability, and service excellence
• 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.