Head of Customer Solutions

Head of Customer Solutions 

We have an exciting opportunity for a Head of Customer Solutions to join the Heartland Bank Australia team, based in Melbourne. 
 

Is this your next role? 
This is a critical enterprise leadership role, acting as a key partner to the Chief Commercial Officer and effectively operating as a 2IC across the customer and revenue engine of the business. 
 

You will own and lead all direct customer-facing functions across the bank, including contact centres, direct lending and sales, customer operations and complaints. Your role will be focused across a suite of products including reverse mortgages, deposit and savings products, designed to enrich customer's lives through financial freedom. You are accountable for translating strategy into disciplined execution, ensuring every customer interaction delivers strong commercial outcomes, exceptional experience and meets regulatory and risk expectations. 
 

You will bring together customer, operations and sales teams into a single aligned function, removing silos and driving end to end ownership of the customer lifecycle. This includes acquisition, onboarding, servicing, retention and resolution of customer issues and complaints.  
 

Working closely with Risk, Technology and Finance, you will ensure customer outcomes are delivered at scale, with the right balance of growth, efficiency, compliance and customer care. 

You will lead with clarity and intent, setting the pace for performance, accountability and continuous improvement across a large, multi-function team. 
 

Does this sound like you? 
You are an enterprise leader who operates comfortably at scale, with a track record of running large customer-facing, operational and sales functions within financial services. 

You bring strong commercial acumen, balanced with a deep understanding of customer outcomes, risk and regulatory obligations. You’re equally comfortable driving growth, improving operational performance and strengthening governance. 

You are a clear, decisive and authentic leader who builds strong teams, aligns stakeholders and delivers outcomes in complex environments. 
 

Enterprise customer and commercial ownership 
• Accountable for all direct customer channels, including contact centres, direct sales/lending, customer operations and complaints 
• Owns the end-to-end customer lifecycle across acquisition, onboarding, servicing, retention and complaints resolution 
• Connects customer experience directly to commercial performance, conversion, retention and portfolio outcomes 

2IC to the Chief Commercial Officer 
• Acts as a trusted partner to the CCO, translating strategy into execution across customer and operational functions 
• Leads cross-functional alignment across Commercial, Operations, Risk and Technology to deliver enterprise priorities 
• Provides leadership coverage and decision support across the broader Commercial function as required 

Balancing growth, customer outcomes and risk 
• Ensures all customer interactions and sales activities operate within regulatory and risk frameworks, including AML, privacy and responsible lending 
• Owns complaints management and resolution, ensuring fair customer outcomes, strong governance and continuous learning 
• Maintains a disciplined approach to decision making, balancing commercial outcomes with customer and regulatory obligations 

Leadership of large-scale operations and sales 
• Leads and integrates direct sales, customer service, complaints and operations teams into a high-performing function 
• Drives performance through clear metrics across conversion, quality, customer satisfaction, complaints and efficiency 
• Builds scalable operating models, systems and processes to support growth and consistency 

Driving performance, culture and capability 
• Converts strategy into clear priorities, plans and measurable outcomes across multiple teams 
• Builds a culture of accountability, continuous improvement and customer obsession 
• Leads, develops and inspires leaders and teams, lifting capability across customer engagement, operations and risk 

Key responsibilities 
• Lead all direct customer channels including contact centres, direct lending and sales, customer operations and complaints 
• Own end-to-end customer lifecycle performance across acquisition, onboarding, servicing, retention and complaints resolution 
• Drive customer and commercial performance outcomes including conversion, retention, customer satisfaction and portfolio growth 
• Oversee complaints management, ensuring fair outcomes, regulatory compliance and systemic issue identification 
• Ensure compliance with AML, privacy, responsible lending and internal risk frameworks across all customer interactions 
• Drive continuous improvement across customer journeys, operating models, systems and processes 
• Lead, develop and inspire a high-performing, multi-functional customer and operations team 

You’re a pro with 
• Leading large-scale customer, operations and/or sales functions in banking or financial services 
• End-to-end ownership of customer lifecycle, including complaints and vulnerability management 
• Balancing growth, customer outcomes and regulatory compliance 
• Driving performance across conversion, retention, quality and efficiency metrics 
• Operating as a senior leader or 2IC within a commercial or customer function 
• Leading through complexity, aligning multiple teams and stakeholders 
• Building high-performing teams and strong leadership capability 

A bit about us and what we do

At Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank.
We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH)
Can you see yourself here?
Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups. Our perks include flexible working, regular team social activities and events, flu vaccinations and more.
Diversity & inclusion
At Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers.
 
We're an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process including a sign language interpreter or speech-to-text reporter. Feel free to share your pronouns in your application.
  

Keen to learn more?
To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia.

Please note you must be eligible to work in Australia.