General Manager- Strategic Transformation

Melbourne, VIC
Permanent
Full-time

7 days ago

At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That’s why we offer benefits that make a real difference in your life.We make it possible…

to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office just two days a week or work remote for certain roles.
to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
to access great financial benefits – with discounts on Latitude products and services.

As General Manager – Strategic Transformation you will play a critical leadership role responsible for designing, executing and embedding high-impact strategic initiatives that drive revenue growth, cost reduction, operational efficiency and improved customer experience. You will work as an internal transformation consultant, reporting to the Executive General Manager –Strategy & Transformation, while partnering directly with other Executive General Managers across the business to deliver measurable and sustainable outcomes.In this role, you’ll be responsible for:Operational Strategy & Execution: Working closely with operational leaders to define, evaluate and deliver operational efficiency, cost management and effectiveness programs across the organisation.

Develop and implement operational improvement initiatives to enhance customer experience and operational performance.
Lead the development and execution of key operational projects and programs acting as the single point of accountability for successful execution and value realisation.

Operational Excellence - Lead enterprise-wide operational excellence initiatives, driving continuous improvement through best-practice process design, lean principles, and scalable frameworks that enhance efficiency, quality, and customer outcomes.Fundamental process redesign - identifying high-impact transformation opportunities and leveraging AI and other emerging technologies—including, automation, and data-driven decision-making—to reimagine workflows, redesign processes, eliminate complexity, and unlock step-change improvements in customer experience & performance.Cross-Functional Execution: Engage with and lead cross-functional teams to identify performance improvement opportunities, design fit-for-purpose solutions, and manage execution from concept through to implementation and transition to BAU.Value Delivery: Ensure strategic initiatives deliver clear commercial and customer value, including revenue enhancement, expense management, operational uplift, and advocacy growth.Transformation Projects: Examples of expected initiatives include:

Transformation of debt collection performance and capability.
Design and implementation of an episodic Net Promoter Score (NPS) program focused on improving critical customer journeys.
End-to-end customer service delivery transformation.
Operational excellence and process simplification initiatives.

Executive Engagement: Operate as a trusted advisor to the executive leadership team, providing insights, challenge, and support in shaping strategic priorities and delivering business- critical change but with direct authority to drive key decision required drive key initiatives to completion on time and on budget and generate demonstrable and measurable enterprise value.Governance & Transition: Establish strong governance frameworks for initiative delivery and ensure successful transition of initiatives into steady-state business-as-usual (BAU) ownership.Ideal Candidate Profile:

Proven experience (15+ years) in strategy, transformation, business management, operational improvement leadership roles, ideally within retail banking/consumer finance industry.
Demonstrated ability to lead cross-functional teams in complex, fast-paced environments with high levels of ambiguity.
Strong commercial acumen and ability to balance strategic vision with hands-on execution.
Exceptional stakeholder engagement and influencing skills, including at Executive and Board level.
A strong track record in delivering enterprise-wide transformations that improve customer outcomes and business performance.
Experience with customer experience programs, operational improvement frameworks (e.g., Lean, Six Sigma), and agile delivery practices is advantageous.

Latitude offers a flexible working environment. We support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home, the office or a combination of both.We're Latitude, partners in money.Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success.Digital payments, cards, and loans is what we offer - but what we really are is a platform that helps people shop and live better.Always living and breathing our values. Take Ownership, Pursue Excellence, Win Together, Create Tomorrow.We're not engaging any recruitment agencies for this role, so if you're interested. Please apply directly!Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.Only open to Australian or New Zealand Permanent Residents or Citizens.

Latitude Financial

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