Team Manager, Virtual Business Servicing

Westpac Group

7d • Onsite

About The Position

Permanent full-time opportunity Parramatta, NSW location Lead a high-performing contact centre team supporting business customers across Australia What's the role? At Westpac, we're committed to helping Australian businesses thrive. As a Team Manager, Virtual Business Servicing, you'll play a pivotal leadership role in driving exceptional customer outcomes while leading a high-performing team of Bankers who support small and medium business customers nationwide. As the frontline leaders of our Virtual Business team, your bankers are often the first point of contact for business customers, providing expert support across account enquiries, business banking needs, product guidance, and referral opportunities. Your role will be to inspire, coach, and develop your team to deliver outstanding service experiences while maintaining strong risk and compliance standards. Success in this role comes from creating an environment where people can perform at their best. You'll foster a culture of accountability, collaboration, continuous improvement, and customer obsession, enabling your team to consistently exceed customer expectations and business goals. This is an exciting time to join Virtual Business Servicing, with the team playing a key role in delivering new initiatives, driving innovation, and enhancing both customer and banker experiences as we work towards becoming Australia's #1 bank partner for life. As a leader, you'll be passionate about customer excellence, champion change, and help shape the future of business banking servicing at Westpac. This role is full time based in Parramatta, NSW.

Requirements

• Proven previous leadership experience, ideally in a contact centre or virtual banking environment
• Strong knowledge of retail and business banking systems and processes, especially those aligned to Westpac
• Demonstrated capability in coaching, performance management, and risk oversight
• A deep understanding of the challenges and opportunities facing small and medium businesses
• Experience driving employee engagement and customer advocacy in high-performing teams
• A passion for helping others succeed – both your customers and your bankers

Responsibilities

• Inspire, coach, and develop your team to deliver outstanding service experiences while maintaining strong risk and compliance standards.
• Foster a culture of accountability, collaboration, continuous improvement, and customer obsession, enabling your team to consistently exceed customer expectations and business goals.
• Play a pivotal leadership role in driving exceptional customer outcomes while leading a high-performing team of Bankers who support small and medium business customers nationwide.
• Provide expert support across account enquiries, business banking needs, product guidance, and referral opportunities.

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, and 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