Team Manager

Westpac; Parramatta; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work arrangements

Mortgage rate discounts

Learning & development opportunities

Volunteer opportunities

Job summary

Westpac in Parramatta is seeking a Team Manager for the Fraud & Scams Digital Team. This permanent full-time role offers hybrid working arrangements and leads a team dedicated to supporting customers impacted by fraud, disputes and scams, ensuring outcomes across Westpac Group brands with care and consistency.

You will drive performance uplift, build team capability, and seek process improvements while aligning with Westpac Group policies and risk controls.

Qualifications

• Proven leadership capability with experience managing or leading teams.
• Experience across Fraud & Scams Operations preferred.
• Understanding of Real Time Management Fundamentals.
• Understanding of business processes and tools including WFM and AOM practices.
• Ability to interpret performance data to improve productivity, customer outcomes and risk management.

Responsibilities

• Lead a team dedicated to supporting customers impacted by fraud, disputes and scams.
• Deliver strong customer outcomes across Westpac Group brands.
• Ensure interactions are handled with care, clarity and consistency.
• Develop team capability and growth while complying with policies.
• Identify opportunities to strengthen processes and customer experiences.

Skills

Team leadership

Fraud & scams operations

Real Time Management

Performance metrics

Process improvement

Tools

WFM

AOM

Job description

Create your best future and join the Fraud & Scams Digital Team as a Team Manager.

• Permanent full-time role
• Hybrid working arrangements

What’s the role?

This role sits within Fraud and Scams Digital and leads a team dedicated to supporting customers impacted by fraud, disputes and scams. You’ll be accountable for delivering strong customer outcomes across all Westpac Group brands, ensuring every interaction is handled with care, clarity and consistency.

Success in this role comes from strong performance uplift and driving exceptional customer outcomes with a clear focus on building capability across the team. You’ll support team members to grow their skills while ensuring all work is completed in line with Westpac Group policies, procedures and protocols. You’ll also look for ways to improve how we work, identifying opportunities to strengthen processes and customer experiences.

As Team Manager, you’ll play a key role in creating a connected and inclusive team environment. You’ll be responsible for the effective management of people, processes, risks and dependencies, ensuring the team operates smoothly and delivers on its commitments.

What do I need?

• Demonstrated leadership capability with experience managing or leading teams(contact centre leaders’ advantageous)
• Experience across Fraud & Scams Operations preferred
• Understanding of Real Time Management Fundamentals
• Understanding of overall business processes, support systems and tools including WFM and AOM practices
• Ability to interpret and utilise business metrics, performance data, and operational insights to improve productivity, customer outcomes, and risk management.

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!
• 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 you grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today

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 may close this job advertisement earlier than the advertised closing date if suitable candidates are identified. We encourage you to apply as soon as possible.