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CAREERS
Shape the future of lending at a bank that puts people first.
Why join us?
- Excellent opportunities for career progression and ongoing development
- Inclusive, supportive, and transparent leadership team
- Be part of a future-focused, dynamic, and customer-owned bank
About the role
Are you ready to lead a transformative journey in delivering exceptional lending experiences? As our Lending Capability Manager, you will be at the heart of transforming the way we deliver lending at Hume Bank. This is a rare opportunity to shape the future of our lending processes, driving both strategic initiatives and operational excellence to create a seamless, customer-centric experience.
In this newly created role, you’ll work closely with cross-functional teams to design and implement an annual lending capability roadmap, ensuring alignment with the bank’s Customer Value Proposition and Customer Experience Strategy. You’ll be the driving force behind the end-to-end lending journey, identifying pain points, implementing improvements, and delivering our “one-way, same way” principle to service design that enhance the overall borrowing experience for our customers.
Reporting to the Head of Customer Experience, you’ll have the autonomy to lead high-impact projects that support the bank’s broader strategic goals while continuously refining our lending processes for both compliance and effectiveness. You’ll collaborate with key stakeholders across the business, onboard and coach frontline teams, and ensure our lending experience remains simple, consistent, and always customer-first.
What you can expect
- Act as the lending customer journey owner, identifying pain points and driving improvements that make borrowing smooth and efficient.
- Develop & lead capability programs for the Bank including Lending Development programs.
- Develop and maintain standardised lending processes and procedures, ensuring they’re clear, compliant, and effective.
- Partner with stakeholders across the business to embed a standardised, effective, and efficient approach in line with lending CX goals.
- Onboard and coach lending capability across our frontline teams to deliver sales & service excellence.
- Lead strategic projects related to the lending portfolio to support the bank’s strategic plan.
About you
To be successful in the role, you will:
- Relevant tertiary qualification in business, technology or related field preferred.
- Minimum 5 years’ experience in retail lending, customer experience design, or service design.
- Strong understanding of lending processes, systems, and platforms.
- Strong analytical skills and understanding of a Human centred design.
- Effective project management skills.
- Ability to negotiate and influence key stakeholders.
About us
At Hume Bank we’ve always believed the future is bright. And we’ve got a history of helping people in our community achieve their dream of owning a home. Since then, we’ve focused on making banking better and we want to make a real difference, empowering our customers, community and people, so we can thrive together.
We’re lucky we can do things others can’t, like sharing our success in real ways. This looks like better rates and services that have a positive impact on our customers’ everyday lives. We take a stand on the big issues that face the people around us and work towards being part of the solution.
Join us on a journey to a future that’s not just better, it’s brighter.
How to apply
If you’re excited about a brighter career, email your application to careers@
If you’re interested in this role but your experience doesn’t align perfectly, we encourage you to apply anyway, just make sure to include a cover letter to let us know why you’d be a great fit for the team.
Applications close: Monday 26 May 2025
This is a full-time permanent position based at our Head Office in Albury, NSW. Flexible working arrangements, such as Working from Home are available when residing in the Albury area.
Hume Bank is an equal opportunity employer and welcome and encourage people from all backgrounds to apply. We are committed to building a culture that is inclusive, providing an ethical and diverse workplace where everyone is respected.
If you require any reasonable adjustments to the recruitment process or the role, please let us know by contacting careers@
Our process
- Once the role is closed, we review all applications against the requirements, creating a shortlist for further review.
- If your application is successful, you may receive an initial screening call to further assess your suitability, before being invited to an interview.
- We conduct two rounds of interviews, with the first interview being held with the reporting manager and a member of our People Team. You may be invited back to a shorter second-round interview with the head of the department.
- The final stage is to complete some quick compliance checks, before (hopefully) receiving an offer.
We are committed to providing all applicants with an outcome for their application.