Senior Operations Manager

Westpac Group; Parramatta; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Mortgage discounts and employee offers

Leave options including culture and W&

Learning and development opportunities

Community volunteering initiatives

Job summary

Westpac Group is seeking a Senior Operations Manager to lead the Cash & Transactional Banking Operations squad in Parramatta, driving safe, efficient and reliable experiences for customers. You’ll set direction, coach teams, and balance service, quality, and risk outcomes to enable high performance.

You’ll use performance insights to identify improvements, support transformation, and collaborate across the value chain to deliver simpler, better customer experiences across Everyday Banking

Qualifications

• Proven experience leading and developing teams in high-volume banking/operations.
• Strong people leadership, coaching and performance management.
• Experience managing service, quality, productivity and customer outcomes.
• Customer-focused mindset with ability to use data and complaints to improve outcomes.
• Knowledge of risk, controls, compliance in complex environments.
• Stakeholder management and cross-team collaboration.

Responsibilities

• Lead end-to-end performance of the squad, setting clear direction and developing capability.
• Use performance insights to identify improvements and simplify processes.
• Support transformation and change across the business.
• Balance customer needs with operational performance and risk outcomes.
• Foster a culture of continuous improvement and high engagement.

Skills

People leadership

Stakeholder management

Change management

Continuous improvement

Performance management

Job description

What’s the role?

You’ll be joining our Cash & Transactional Banking Operations team, leading a customer-focused operations squad and helping us deliver safe, efficient and reliable experiences for our customers.

Job Description

What’s the role?

You’ll be joining our Cash & Transactional Banking Operations team, leading a customer-focused operations squad and helping us deliver safe, efficient and reliable experiences for our customers.

As a Senior Operations Manager, you’ll lead the end-to-end performance of your squad, bringing together service, quality, customer, people and risk outcomes. You’ll create clear direction for your team, build capability through coaching and development, and create an environment where people can perform at their best.

You’ll use performance insights to understand what’s working well and where we can improve, finding opportunities to simplify processes, reduce complaints and provide better customer outcomes. You’ll also play an important role in supporting transformation and change across the business, helping new ways of working land successfully within Operations.

Working closely with teams and stakeholders across the value chain, you’ll balance customer needs with operational performance, workforce requirements and strong risk and control outcomes.

This is an opportunity to lead with purpose, develop great people and help shape simpler and better customer experiences across Everyday Banking Operations.

What will I need?

• Proven experience leading and developing teams within a high-volume banking, operations or customer servicing environment.
• Strong people leadership capability, with experience setting clear expectations, coaching and developing others and building engaged, high-performing teams. [
• Experience managing operational performance across service, quality, productivity, workforce and customer outcomes
• A strong customer mindset, with the ability to use performance insights, feedback and complaints to identify opportunities and improve customer outcomes.
• A good understanding of risk, controls, compliance and regulatory obligations within a complex operating environment.
• Strong stakeholder management and relationship-building skills, with the ability to work collaboratively across different teams and business areas.
• Experience leading teams through change and embedding new processes or ways of working.
• A continuous improvement mindset, with the curiosity to challenge existing processes and find simpler, more effective ways of delivering for customers and our people.

Why join us?

We’re obsessed with becoming our customers’ #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• 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

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page , under the ‘Diversity, Sustainability and Flexibility’ section.

We’re all about helping our people grow and succeed. Whether you’re a current employee, trainee, or intern, we’re committed to your career development. If you'd like to practise your interview technique or make your CV more impactful before you apply, check out our new self-paced eAcademy course, Prepare for Your Internal Job Search: CV & Interview Essentials. You can also Check out our FAQs and internal support resources here.

We may close this job advertisement earlier than the advertised closing date if suitable candidates are identified.