Manager Quality Assurance

Role Overview

What You'll Do

• Strategy & Framework Design: Design, build, and evolve our enterprise Quality Management Framework (QMF) aligned to ISO 9001 standards and APRA CPS 230 operational resilience requirements. Develop risk-based 'assurance of assurance' sampling models, confidence intervals, and scorecard weightings.
• Lead Independent QA Operations: Direct day-to-day execution of objective, evidence-based quality evaluations by QA Analysts. Lead targeted deep dives and thematic reviews on high-risk workflows, regulatory remediation items, and complex customer journeys.
• Partner Governance & Calibration: Chair pragmatic operational quality forums with BPO partner leadership. Lead executive calibration sessions to eliminate scoring variance, resolve operational disputes assertively, and protect contractual SLAs and Minimum Performance Levels (MPLs).
• Line 1 Risk & Prudential Compliance: Own aggregate partner risk profiles, operationalising mandatory CPS 230 / CPS 231 controls and aligning activities to the Financial Accountability Regime (FAR). Drive root cause analysis and verify sustainable Corrective and Preventive Actions (CAPA).
• Diagnostic Intelligence & Continuous Improvement: Turn transactional data into executive dashboards, interrogating systemic root causes and partnering closely with Lean Six Sigma/Continuous Improvement teams to drive process re-engineering and waste reduction.
• People Leadership: Inspire, coach, and build capability within a team of Quality Assurance Specialists, fostering a culture of analytical rigor, curiosity, and objective inquiry.

Key Stakeholders & Collaboration

What You'll Bring

• Experience: 5–8+ years leading quality assurance, operational risk, or partner governance functions within banking, financial services, or large-scale BPO outsourced environments.
• Assurance & Methodology Acumen: Deep expertise in 'assurance of assurance' operating models, statistical risk-based sampling, quality scorecards, calibration methodologies, and ISO 9001 frameworks.
• Prudential & Regulatory Knowledge: Proven practical understanding of the Australian banking landscape—specifically APRA CPS 230 / CPS 231, the Three Lines of Defence (3LoD) model, and FAR operational impacts.
• Commercial Acumen & Conflict Resolution: Demonstrated experience navigating commercial contracts, managing third-party SLAs/SOWs, quantifying financial and operational risk, and resolving partner disputes constructively.
• Analytical Translation: Proven ability to synthesize complex QA metrics and data trends into compelling, actionable operational narratives and executive reporting packs.
• People & Stakeholder Leadership: A collaborative, high-empathy leadership style with demonstrated success developing technical/analytical talent and influencing senior stakeholders with competing priorities.

Workplace & Employment

• We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader.
• We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.
• This role is a Full time, permanent opportunity based in any of our head office locations.

About Bendigo Bank

Ready to Apply?

• Submit your resume and cover letter detailing your experience leading quality assurance and partner governance within regulated environments.
• Shortlisting and interviews may take place prior to the advertised close date.
• Directly emailed CVs may not be picked up by the system and may risk being missed from the process.