Job Customer Service Manager, Sydney

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 Customer Service Manager (CSM) is responsible for managing the day-to-day retail operations of the branch, resource management and staff development with the support of the Area Manager. The CSM will lead by example, be self- driven and exhibit exceptional service delivery and support.

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 day-to-day branch operations, ensuring compliance, effective cash management, and a consistently high standard of customer experience.
• Take ownership of branch issues, maintain accurate records, and resolve internal and external queries with professionalism.
• Ensure the branch environment is well-maintained and aligned with marketing and brand standards.
• Provide operational guidance to staff and manage resource allocation to meet business needs.
• Support employee development through training, performance reviews, and development plans aligned with the bank’s online-led strategy.
• Empower staff to act as online ambassadors, advisory problem solvers, and community champions.
• Identify and mitigate operational risks, ensuring compliance with all relevant legislation, policies, and procedures.
• Perform other duties as directed by the Area Manager to support the success of the branch and broader retail network.

What you will bring

• Previous experience in retail banking, with a strong understanding of branch operations and customer service excellence.
• Proven ability to lead, coach, and develop a team, including performance management and fostering a high-engagement culture.
• Strong communication and interpersonal skills, with the ability to manage conflict, influence outcomes, and build positive relationships.
• Excellent organisational and time management skills, with the ability to prioritise and allocate work effectively under pressure.
• A proactive and adaptable mindset, with the ability to respond to change and solve problems with confidence.
• A collaborative team player who leads by example and supports continuous improvement in branch performance and customer outcomes.
• 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.