Team Manager

Westpac Group; Parramatta; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

Culture leave

Wellbeing leave

Learning and development opportunities

Mortgage product discounts

Job summary

Westpac Group is seeking a Team Manager to lead a Fraud & Scams Digital team in a hybrid Parramatta-based role. You will drive strong customer outcomes across all Westpac brands, ensuring interactions are handled with care and clarity.

You’ll support team development, manage risks, and align work with Westpac policies and processes. The role focuses on building capability, improving processes, and delivering results while fostering an inclusive team environment.

Qualifications

• 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 business processes and tools including WFM and AOM practices.
• Ability to interpret and utilise metrics, performance data, and operational insights to improve productivity and customer outcomes.

Responsibilities

• Lead a team dedicated to supporting customers impacted by fraud, disputes and scams.
• Deliver strong customer outcomes across Westpac Group brands with care, clarity and consistency.
• Drive performance uplift and build team capability while aligning with policies and procedures.
• Identify process improvements to strengthen customer experiences.

Skills

Leadership

Fraud Ops

RTM fundamentals

WFM & AOM

Performance metrics

Tools

WFM systems

AOM practices

Analytics tools

Job description

Job Description

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

• Permanent full-time role
• Hybrid working arrangements
• Paramatta, NSW, AU

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.

Why join us?

• 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.

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.