About the Role

We’re on the lookout for a tenacious and inspiring leader to step into our role of Senior Manager, Financial Assistance. This is a pivotal leadership opportunity where you’ll guide a team of leaders and specialists who support customers across BOQ Group brands and channels—especially when they need us most.

You’ll be at the helm of our hardship function, driving strategic uplift programs, embedding regulatory compliance, and shaping how we deliver support to customers experiencing financial difficulty. From leading the transition of Hardship Uplift deliverables to embedding APRA’s CPS 230 “Critical Operations” requirements, this role is all about making a meaningful impact.

Supporting our team with strong, people-focused leadership is at the heart of this role. Just as important is your ability to guide and uplift our team as they work with vulnerable customers during some of their most challenging moments. You’ll be a steady hand and a trusted leader, helping the team navigate complexity with empathy, clarity and purpose.

You’ll work closely with senior stakeholders, influence at GM level and above, and champion a culture of excellence, accountability and care. If you thrive in high-performance environments and love rolling up your sleeves to get things done, this is your chance to lead with purpose and deliver with heart.

About you

Why you? You are a seasoned leader with deep experience in hardship and collections—someone who knows how to lead through complexity and bring people along for the journey. You’ve got a strong operational and change management background, and you’re confident embedding strategic programs into teams and functions. You’re known for your ability to coach and mentor other leaders, and you bring a sharp focus to risk, compliance and customer outcomes.

You’re also a natural communicator—outgoing, approachable and able to build strong relationships across the business. You know how to engage the front line, influence senior stakeholders, and drive a high-performing culture. A credit risk background would be a bonus, but what really sets you apart is your commitment to delivering exceptional service to customers in their greatest time of need.

This is more than just a leadership role—it’s a chance to grow your career in a space that truly matters. You’ll enjoy plenty of opportunities for development and progression, all while working within a group that’s collaborative, supportive, and genuinely values your voice and your impact.

If you’re ready to step into a role where you truly value both our people and our customers, we’d love to hear from you.

About Us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our Perks

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth. Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• Flexible working arrangement - Balance your work and personal life with ease.
• Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
• Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
• Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
• Purchase additional annual leave - Need more time off? You can buy extra leave days.
• Discounted private health insurance plan - Take care of your health with our special rates.
• Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
• Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
• Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!

How to Apply

To apply for this role at #boqgroup, follow the links or apply via our Careers Page.

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.