How will I help?

As a Team Manager, you will be a key member of the Customer Assist Team within the Group Operations, with your role being paramount to helping contribute to the delivery of Westpac’s vision and strategic priorities.

The role is critical for the direct management of the Customer Assist business and strategies. As a change agent, you are empowered to simplify and drive outcomes within your business area.

The key focus is to lead a team of professionals to learn, develop & continually grow, deliver effective Customer Assist outcomes that ensure the right solutions for our customers in financial difficulty, and maximize commercial outcomes for the business.

Key Responsibilities Include:

• Lead a team of approximately 30 FTE to be motivated, driven, and passionate about delivering a superior service experience, meeting customer needs, and balancing commercial outcomes
• Lead performance management and employee development throughout your business to ensure all members of your team have the skills required and are empowered to serve our customers and fulfill their expressed and unexpressed needs
• Drive customer sentiment through assessment and coaching of quality customer needs conversations, ensuring the expressed and unexpressed customer needs are achieved
• Develop a strategic plan that incorporates the (5) strategic pillars that take your team on the journey that provides Clarity, Context, and how they can personally achieve, develop, and grow

What’s in it for me?

You’ll play an important and significant part in the future of a business that has been around for 200 years and be instrumental in achieving our purpose of helping Australians and New Zealanders succeed.

So, we’ll back you in the development of your career, with internal career prospects and flexible working. You’ll also be backed by a fantastic team of people in a can-do, supportive structure.

What do I need?

You will have previous leadership experience preferably within the financial services industry. You will have a deep understanding of the Collections and Recoveries market within Australia, including challenges, trends, and the regulatory environment.

You will have demonstrated experience in Credit Management, Collections and Recoveries, Customer Service, and Relationship Management.

You will have a proven track record of driving business performance through effective people leadership as well as delivering a customer service experience, focused on NPS, increased performance, and customer retention.

What’s it like to work there?

As well as good pay and a great culture, joining the Westpac family means you’ll get some of the best banking, wealth, and insurance benefits in the market. We back our employees by helping them work towards industry-recognized qualifications, using online learning, training modules, and career planning tools for you to grow with us.

We’ll even pay you to do volunteer or community work. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion

How do I Apply?

Start here. Just click on the APPLY button.

As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, people with a disability, and Indigenous Australians to apply.

The Westpac Group has implemented an Entry to Workplace Policy that requires employees and others entering our workplaces to be fully vaccinated against COVID-19 by relevant dates set out in the policy (subject to applicable medical exemptions).

Our employees are required to comply with the policy regardless of whether they are in customer-facing or non-customer-facing roles (as employees in non-customer-facing roles are required to attend the workplace under our Hybrid Working Strategy).

Further, the Westpac Group is required to comply with State/Territory issued public health orders/directions which require relevant workers to be vaccinated against COVID-19 to enter workplaces.

By applying for this role, you acknowledge that you are aware of our Entry to Workplace Policy, and if you secure employment with us, you will be required to comply with the policy.