Business & Operations Manager, Virtual Banking

Westpac Group

12h • Hybrid

About The Position

Virtual Banking is home to Westpac's specialised contact centre bankers, supporting customers across Australia through every stage of their financial journey. As Business & Operations Manager, you'll be the trusted partner to the National General Manager, Virtual Banking, helping shape business strategy, drive execution and ensure the business delivers great outcomes for customers and employees alike. This is a highly influential leadership role where you'll sit at the centre of the Virtual Banking business, connecting strategy with day-to-day operations. Working closely with senior leaders, you'll lead business performance activities, governance, financial management, reporting and scorecards, risk, controls and compliance coordination transformation initiatives and operational delivery across a large and complex contact centre environment. This is a permanent full-time opportunity based in Sydney, Gadigal Country, operating in a hybrid working environment.

Requirements

• Extensive leadership experience within a large-scale contact centre or a customer operations environment
• Demonstrated success partnering with senior executives and broad stakeholders to create and execute the gold standard of Contact Centre operational outcomes
• Strong commercial, financial and business management capability, including reporting, productivity and performance insights
• Experience leading governance, risk, control, compliance and operational excellence activities within complex environments
• Proven ability to influence senior stakeholders, influence high performing teams and drive change across multiple business areas
• Proven ability to navigate change at pace, balancing strategic priorities with operational execution while maintaining engagement and performance
• Demonstrated success in leveraging technology, data and AI driven solutions to simplify processes, improve productivity and shape future ways of working

Responsibilities

• Lead business performance activities
• Governance, financial management, reporting and scorecards
• Risk, controls and compliance coordination
• Transformation initiatives
• Operational delivery across a large and complex contact centre environment

Benefits

• Special offers on banking products and discounts from top brands, including generous employee only mortgage rates!
• Flexible work arrangements to help you achieve a greater work life balance
• A variety of leave options including Culture, Lifestyle and Wellbeing leave
• Tailored learning and development opportunities to help your grow your career within the bank
• Lots of opportunities to give back to the Community by getting involved in our many volunteering initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed