Head of Virtual Wealth Advice

Westpac New Zealand Ltd; Auckland; On-site; NZD 150,000 - 210,000; Full time

Job summary

Westpac New Zealand Ltd. seeks a Manager, Virtual Wealth Advice to lead a team delivering personalised financial advice via telephone and video, at Takutai Square, Auckland CBD.

You will shape a new virtual advice channel, establish high standards, and drive a customer-centered approach balancing quality with digital scalability. Relevant qualifications and experience in wealth/investment advisory are essential.

Qualifications

• Proven leadership experience within financial advice, or wealth management.
• Experience as an investment Financial Adviser and hold a relevant qualification
• Strong understanding of investment products, KiwiSaver and the regulatory requirements applying to financial advice.
• Experience with digital or virtual service-delivery models.
• Strong people leadership, coaching and relationship-management capability.
• Ability to establish clear performance expectations and lead a high-volume, service-focused team.
• Confidence leading change and embedding new ways of working.
• Strong written and verbal communication skills.
• Digital confidence across Microsoft tools, including Power BI, Outlook and Teams.
• Genuine customer focus and a commitment to making financial advice easier to access.
• Experience with Westpac systems and processes would be advantageous.

Responsibilities

• Lead, coach and develop a team of Virtual Wealth Advisers, Consultants and Cadets.
• Build a high-performing, digitally capable team with clear expectations, success measures and operating rhythms.
• Oversee the delivery of high-quality financial advice through telephone and video-based customer interactions.
• Embed a customer-centred approach that ensures advice is clear, simple and aligned with each customer’s goals.
• Maintain consistent standards across customer interactions, advice quality and the overall virtual experience.
• Manage performance across advice volumes, customer contact service levels, turnaround times and customer experience measures.
• Optimise workflows across telephone, video and digital channels while balancing efficiency, quality and customer outcomes.
• Oversee end-to-end support services, including product processing and post-advice activity.
• Lead the implementation and ongoing management of the Wealth Office cadet programme, including structured onboarding, supervised development and progression pathways.
• Build strong partnerships across Wealth Office leadership, Product, Risk and Operations, while championing the value of virtual advice.

Skills

Leadership

Wealth management

Financial advice

Digital service delivery

Team management

Change management

Communication

Customer focus

Power BI

Outlook

Teams

Education

Financial Adviser qualification

Tools

Power BI

Outlook

Teams

Job description

Westpac New Zealand Ltd. seeks a Manager, Virtual Wealth Advice to lead a team delivering personalised financial advice via telephone and video, at Takutai Square, Auckland CBD.

You will shape a new virtual advice channel, establish high standards, and drive a customer-centered approach balancing quality with digital scalability. Relevant qualifications and experience in wealth/investment advisory are essential.