Head Of Customer Retail Greater Bank (Remote)

Head Of Customer Retail Greater Bank | Greater Bank | Australia

Are you ready to elevate customer experience and drive success in a dynamic retail banking network? We are seeking a leader to optimise our Customer Retail Network, ensuring we provide seamless, innovative experiences for our customers. With responsibility for financial performance, operations, and customer outcomes, this role will shape the future of our retail network and contribute significantly to our broader group success. Apply today to bring fresh ideas, lead with purpose, and redefine success in customer retail.

Purpose:

This role oversees the delivery of financial performance, operational excellence, and strategic alignment across the Customer Retail network within Greater Bank’s Distribution function. You will drive engagement, implement change and collaborate closely with retail and customer experience (CX) teams to meet ambitious growth goals and drive customer satisfaction.

 What will your key responsibilities include?

• Drive initiatives that promote excellent, consistent customer experiences, optimising business growth.
• Collaborate on developing and executing strategic and operational plans for Customer Retail within Greater Bank Distribution.
• Drive productivity, change, and simplification initiatives to deliver increased efficiency for the organisation
• Provide thought leadership to the Senior Leadership Team, fostering a culture of motivation, engagement, and excellence.
• Ensure financial, people, and customer choice metrics are achieved through well-defined customer service standards.
• Build and maintain effective relationships with key teams across Distribution and the broader organisation.
• Oversee financial and reporting deliverables, including budgets, forecasts, and board papers.
• Strengthen risk culture through proactive frameworks, policies, and procedures.
• Advance omni-channel capabilities, enhancing efficiency and customer satisfaction through digital platforms.
• Build a customer retail framework where people feel empowered to deliver outstanding service consistently.

What are we looking for?

Change comes from great minds – people who can think differently, be adaptable and inspire others along the way. Ideally you:

• In-depth knowledge of financial service products, partnerships, B2B operations, and retail banking networks.
• Tertiary qualifications required under regulatory/licensing standards (desirable). 
• Skilled in managing large, diverse teams across multiple locations, fostering collaboration, and building engagement.
• Demonstrated experience in guiding, coaching, and empowering teams to achieve shared objectives.
• Ability to clearly convey complex information and ideas through various communication channels.
• Flexibility to embrace and drive change, enhancing business quality and effectiveness.
• Skilled in inspiring and influencing others to take action and make meaningful contributions.
• Operate as a resilient and highly developed critical thinker, with demonstrated analytical and problem-solving skills, and the ability to identify strengths and weaknesses of alternative solutions/approaches 

About us

We’re Greater Bank, part of NGM Group, and we’ve been helping the people of NSW and South East QLD with their banking needs for generations. Everything we do is driven by the goal of making a real difference to the communities we serve. We strive to do better, to keep surprising our customers with how good 100% customer-owned banking can be.

What can you expect from us?

As part of the NGM Group, employees can take advantage of the following work perks:

Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination.

Lifestyle and giving back; Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.

Professional advancement; Flexible work arrangements, recognition programs and employee referral program.

NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment, comprehensive background check, Bankruptcy Check and a National Police Check.

We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home