Our goal to be Australia’s Bank of choice drives us to set the example of how banking should be: progressive, sustainable, shared, and trusted.

About the team

The Customer Enablement function comprises those teams whose predominant focus is on enabling our customer facing roles in their support of customers. With a strong focus on contributing to the Group’s productivity targets, the ultimate purpose of the function is to ensure our front-line staff, partners, and digital platforms can deliver an experience consistent with our targeted customer value proposition.

The Operational Enablement function is where you’ll find experts with deep knowledge and expertise across focused areas of process management, process architecture governance, process mapping, capacity and workforce planning. This team leads the way in exploring and adopting new technology tools, techniques, and best practices across these capabilities.

The team focuses on supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise and improving the employee experience. The Operational Enablement team also provides insights to enable leaders to manage their capacity in line with workload requirements, review standard work-practices and take a future view on the management of the workforce.

The Operational Enablement function is a key enabler to the Bendigo Adelaide enterprise-wide productivity initiatives with capabilities that are foundational in supporting an ongoing productivity uplift across the enterprise.

About the role

We have a permanent opportunity for a Head of Operational Enablement reporting into the Chief Operating Officer and part of the Customer Enablement leadership team.

As a credible and influential leader, you’ll help shape the team’s strategic objectives and guide a high performing team of experts deliver on this strategy.

This role will be instrumental in enhancing our customer experience and simplifying our workplace. You will lead and champion bank wide process improvement with a focus on establishing people and process frameworks and initiatives to deliver on enterprise productivity, continuous improvement and data led decision making.

A key responsibility of the role is to ensure that the department is focused on the organisational priorities, by engaging with executives and other senior leaders, delivering a key capability which will enable them to deliver on identified productivity improvements.

As the leader of the Operational Enablement function, you will also help to resolve significant organisational compliance concerns, where process excellence is identified as a key enabler to resolving.

As a key member of the Customer Enablement Leadership team, you will ensure delivery of a culture of sustainable change through the creation and embedding of process improvement methodology, and the supporting framework, to deliver business transformation and productivity. Key accountabilities include:

• Deliver on strategies which are designed to improve productivity, customer experience, employee experience and compliance.
• Lead Process Data Analysis and architecture activities across the Bank and provide strong thought leadership in process improvement, analytics and workforce capacity management.
• Ensuring cost and benefits are realised on all implementations and be able to showcase results back to stakeholders providing practical demonstration of early value drops
• Provide frameworks and governance to ensure that our demand matches our resources and enables cross business planning and implementation to provide commercial and customer outcomes
• Work collaboratively with operational risk department to ensure that risk requirements are embedded within process architecture frameworks
• Embedding the principles to successfully consolidate functions and achieve change

To be successful in the role, you'll have:

• Deep understanding of concepts relating to process improvement, having previously been responsible for managing enterprise-wide improvement programs and driving efficiencies and productivity enhancements, with knowledge of frameworks such as lean, six sigma and lean canvas
• Knowledge of customer experience design, using service design to implement end to end improvements linking customer experience to process and technology requirements knowing frameworks such as Human Centred Design and Design thinking
• Have implemented and managed centralised workforce capacity teams highlighting resource and productivity improvements to drive efficient use of resources
• Understand process architecture and governance frameworks and have experience in implementation.
• Excellent data analytics; understanding different data sources and using them to make fact-based decisions, including benefits realisation, and process analytics data
• Tertiary Qualification in Finance, Business, or related discipline. (Post Graduate preferred)
• Certification in process improvement methodology
• Knowledge of Agile and Project Management techniques to support implementation
• Extensive leadership experience bridging strategy and execution
• Exceptional communication, EQ and stakeholder management skills including the ability to effect sustainable change, constructively challenge perspectives and facilitate commercial lateral thinking

You will be motivated by the opportunity to face into complex and/or unfamiliar problems and prove your capability in providing sustainable, future proof solutions. With a focus on building meaningful stakeholder relationships, you bring the ability to challenge the status quo, influence to effect decision-making upwards, and provide a true partnership approach to achieve workforce optimisation, process excellence and the required cultural shift.

This role can be based in any of our main office locations: Adelaide, Bendigo, Brisbane, Sydney or Melbourne - as required, in a hybrid approach, some days you’ll be in the office, and then other days you’ll be working from home to help better balance your life and work.

For additional information regarding this opportunity please see the attached Position Description: Head of Operational Enablement PD.docx

At Bendigo and Adelaide Bank we believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

If you’re excited to be part of an organisation with a rich history and a bright future - then this could be the role for you! Apply now. Be quick to apply as applications will be reviewed as they are submitted, and the advert may close before the listed closing date.

It is a condition of employment with the Bank that you are fully vaccinated against COVID-19, unless you have a medical contraindication or acute illness which prevents you from receiving the vaccine and you provide satisfactory evidence of this to the Bank.