Member (Customer) Solutions Manager

About us.

A unique life requires a unique bank.

Defence Bank is a member‑owned bank with a proud history of serving the Australian Defence community for over 50 years. With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime. 

The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people. 

Recognised as an Australian HR Awards 2026 Excellence Awardee for Employer of Choice and Best Workplace Flexibility Program, Defence Bank combines a strong people-first culture with a commitment to innovation. From flexible ways of working to the adoption of AI-powered tools such as Microsoft Copilot, we empower our people with the technology, support and autonomy they need to do their best work and continue delivering exceptional experiences for our members. It's not just our employees who think Defence Bank is one of Australia's best places to work.

   

The opportunity.

Defence Bank is seeking an experienced and forward-thinking Member Solutions Manager to lead a team of highly skilled specialists responsible for delivering exceptional member outcomes across multiple service channels. 

This is not a traditional contact centre role. 

Our Member Solutions team manages a diverse range of specialist services including digital enquiries, secure messaging, webchat, direct debit processing, loan allocations, transaction enquiries, and complex member servicing activities. As the team continues to evolve, we are building broader capability, increasing specialisation and creating a seamless experience for members across every interaction. 

Reporting to the Head of Contact Centre Distribution, you will play a critical leadership role in shaping the future of the function. You will partner closely with leaders across the business to drive continuous improvement, optimise service delivery, contribute to improving data and analytic capability, and contribute to strategic transformation initiatives including Defence Bank's ongoing Genesys journey. 

This is an exciting opportunity for a leader who enjoys building capability, influencing change and creating high-performing teams that deliver meaningful outcomes for members. 

Your key responsibilities will include (but are not limited to):

• Leading, coaching and developing a team of Member Solutions Specialists to achieve exceptional member and business outcomes. 

• Driving the continued evolution of the Member Solutions function, identifying opportunities to expand capability and improve service delivery. 

• Leading continuous improvement initiatives that enhance efficiency, simplify processes and improve member and employee experiences. 

• Supporting the implementation and optimisation of Genesys capabilities to maximise operational effectiveness and service outcomes. 

• Building and enhancing reporting and analytical capability to provide meaningful operational insights and support data driven decision making. 

• Managing workforce planning, service levels and resource allocation across multiple service channels. 

• Using data, trends and member insights to identify opportunities, influence stakeholders and drive service improvements. 

• Partnering with Fraud, Member Advocacy, Operations, Technology and other business units to deliver cross functional improvements. 

• Managing escalated and complex member matters, ensuring timely and member focused resolution. 

• Creating a culture of accountability, innovation, collaboration and continuous learning. 

• Ensuring compliance with regulatory requirements, risk frameworks and quality assurance standards. 

About You.

 

We're looking for a leader who is passionate about improving services and leading change. 

You may come from a contact centre, operations, member services, banking operations or customer experience background, but most importantly you are someone who enjoys challenging the status quo and building better ways of working. 

You will bring: 

• Proven leadership experience in a service, operations or member/customer experience environment. 

• Strong continuous improvement and change leadership capabilities. 

• Experience leading service transformation, digital service delivery or operational excellence initiatives. 

• Strong analytical and reporting skills, with the ability to translate data into meaningful actions and business outcomes. 

• Experience implementing or optimising workforce and service technology platforms such as Genesys. 

• Excellent stakeholder management and influencing skills. 

 

We count on you. And you can count on us.

We have a great range of employee benefits including:

• Savings and discounts across our range of products and services
• Innovative Work-Life fit program including additional paid leave
• A generous annual corporate wardrobe allowance
• Birthday leave
• Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more!

Interested? We'd like to hear from you. Click to apply.

Defence Bank is committed to providing equal opportunities for employment and seek to have a team that reflects our diverse community. We encourage anyone interested in our role and a career at Defence Bank to apply