Closing date: 14th of June 2026, shortlisting and interviews may commence prior to closing date, so don\'t delay: apply now!

Shape the future of our outsourced operations by driving uncompromising quality and performance across our strategic partnerships

Are you a strategic leader with a passion for operational excellence and vendor governance? We are seeking a Head of BPO Quality and Performance to establish and lead our Quality Management Framework across all outsourced operations.

In this critical senior leadership role, you will ensure our strategic BPO partnership delivers the highest standards of quality, compliance, and performance. You will be the driving force behind a culture of zero surprise operations and continuous improvement, designing an assurance function that provides confidence to our Executive team, Board, and regulators that risks are mitigated and partner performance is expertly managed.

We are part of the Operational Excellence and Partner Performance Team within our Customer Enablement Division. Our core focus is to uplift and maintain operational performance by embedding an accountable performance culture. We leverage best‑in‑class tools and ways of working to ensure that our outsourced activities meet the exact same rigorous quality and compliance standards as if they were performed internally.

What You Will Be Doing

• Design and implement an enterprise Quality Management Framework aligned with APRA requirements and ISO 9001 best practices.
• Lead the independent QA function, conduct risk‑based sample checks on partner outputs to validate service quality and QC effectiveness.
• Define and monitor KPIs and SLAs, and develop insightful executive dashboards that translate complex data into a clear view of quality, risk, and improvement trends.
• Lead quality governance forums with our BPO partner, drive accountability, manage escalations, and ensure adherence to contractual and regulatory obligations.
• Utilize data‑driven insights to identify systemic issues, oversee root cause analysis, and implement effective corrective and preventive actions.
• Build, coach, and lead a high‑performing team of quality and performance specialists.

About You

You are a recognized expert in quality management and outsourcing governance within a highly regulated environment. Your sharp eye for risk is balanced with a pragmatic, commercial approach to driving continuous improvement.

Required Qualifications

• 10+ years of senior experience in vendor management, service delivery, or outsourcing governance within a complex financial services environment.
• Proven success in building, leading, and operationalizing quality assurance functions.
• Deep understanding of banking operations, risk management, and regulatory frameworks (specifically APRA CPS 231 and CPS 230).
• Exceptional analytical skills with a proven ability to influence senior stakeholders, executives, and external partners.
• Demonstrated leadership experience in building and managing high‑performing teams.

Desirable Qualifications

• Tertiary qualifications in Business, Finance, or a related field (Postgraduate/MBA highly regarded).
• Certifications in quality management or process improvement (e.g., Lean Six Sigma Master Black Belt, Certified Quality Manager, ISO 9001 Lead Auditor).

Benefits

• Full‑time, permanent opportunity based in any of our head office locations.
• Flexible work options with a hybrid model, including a minimum local head‑office attendance requirement determined by your leader.
• Opportunities to lead a high‑performing team and shape the quality landscape of a major strategic partnership.

We Value Diversity

Research suggests 60% of women and under‑represented groups might stop here after drafting an application. We believe that diversity makes every team stronger, so even if you don\'t tick every box we still want to see your application.