Team Manager, Virtual Business Servicing

Westpac Group; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Employee mortgage discounts

Flexible work arrangements

Learning & development

Community volunteering

Job summary

Westpac Group is seeking a Team Manager, Virtual Business Servicing in Parramatta, NSW to lead a high-performing bankers team serving Australian business customers nationwide. You will coach, develop and empower staff to deliver outstanding service while upholding risk and compliance standards.

You’ll drive accountability, continuous improvement and customer obsession as the bank moves toward becoming Australia’s #1 banking partner for life. This full-time role is based in Parramatta.

Qualifications

• Proven leadership experience in contact centre or virtual banking environments.
• Ability to coach, develop and manage performance.
• Strong understanding of risk and compliance in banking.

Responsibilities

• Lead a high-performing team of bankers servicing business customers nationwide.
• Drive exceptional customer outcomes while managing risk and compliance.
• Foster accountability and continuous improvement within the team.

Skills

Leadership

Coaching

Risk management

People management

Customer service

Job description

Job Description

Description

• 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.

What do I need?

• 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

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!


• 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.

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.