Senior Manager Virtual Service

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

Job summary

Westpac New Zealand is seeking a Senior Manager, Virtual Service to lead our service and lending contact centre and business services teams. You will shape what virtual banking looks like for the future, delivering outstanding customer outcomes today while guiding a transformative, data-driven operating model.

You'll drive digitisation, automation and AI to simplify processes, evolve workforce capability and ensure the right expertise is connected rapidly to customers.

Qualifications

• Significant leadership experience in large-scale contact centres, virtual service, or customer-facing environments.
• Proven success delivering transformation of operating models and continuous improvement initiatives.
• Strong understanding of customer service operations and digital channels.

Responsibilities

• Lead performance of service, lending and business services teams to deliver customer, people and commercial outcomes.
• Develop and execute strategy for virtual service and contact centre functions aligned to priorities.
• Shape the workforce model reflecting digitisation and technology enablement.

Skills

Contact centre leadership

Transformation programmes

Stakeholder management

Data literacy & analytics

AI & digital enablement

Education

Bachelor's degree

Tools

CRM platforms

Workforce management tools

Job description

Lead today. Shape tomorrow.

At Westpac, we're building a future where banking is simpler, more accessible and more connected to the needs of our customers and communities.

Consumer Banking & Wealth (CB&W)

Lead today. Shape tomorrow.

At Westpac, we're building a future where banking is simpler, more accessible and more connected to the needs of our customers and communities.

We're looking for a Senior Manager, Virtual Service to lead our service and lending contact centre and business services teams, while helping shape what virtual banking looks like for the future.

This is an opportunity to make a meaningful difference, not only by leading a large and important operation today, but by helping create the future customer experience for thousands of New Zealanders.

Mō te tūranga | About the role

As Senior Manager Virtual Service, you’ll lead the performance, evolution and future direction of Westpac’s service and lending contact centre, alongside our Business Services function. You’ll be responsible for delivering exceptional customer outcomes today while shaping how virtual service is delivered in the future.

This is more than an operational leadership role. You’ll play a key role in transformation how we serve customers by leveraging digitisation, automation and AI to simplify processes, enhance customer experiences and evolve workforce capability. You’ll lead a large, customer‑facing function that acts as a trusted front door for Westpac, ensuring customer are connected to the right expertise quickly and effectively.

You’ll bring together strategic thinking and operational excellence, leading a high=performing team while building a future‑ready virtual service model that delivers strong outcomes for our customers and people.

What You'll Be Doing

• Lead the performance of our service, lending and business services teams, delivering strong customer, people and commercial outcomes.
• Develop and execute the strategy for our virtual service and contact centre functions, aligned to business and customer priorities.
• Shape the future workforce model, evolving capability, roles and ways of working to reflect increasing digitisation and technology enablement.
• Drive transformation initiatives that simplify work, improve efficiency and create capacity for higher‑value customer interactions.
• Champion the use of data, insights, automation and AI to improve both customer experience and operational performance.
• Continuously evolve the operating model to improve scalability, responsiveness and productivity.
• Deliver seamless, consistent and accessible customer experiences across all virtual channels.
• Foster a customer‑led culture where teams act as a trusted first point of contact, resolving needs quickly or connecting customers to the right expertise first time.
• Lead and develop a high‑performing leadership team, building accountability, engagement and future‑focused capability.
• Establish strong performance disciplines, governance, risk management and quality assurance practices across the function.
• Partner with senior leaders across the bank to influence strategy, drive change and deliver enterprise outcomes.

What You'll Bring

We’re interested in hearing from people who are passionate about the future of service delivery and understand that great customer experiences come from combining people, technology and continuous improvement. You’re equally comfortable leading day‑to‑day performance and shaping long‑term strategy, and you thrive in environments where transformation, customer outcomes and people leadership go hand in hand.

Most Importantly, You'll Bring

• Significant leadership experience within large‑scale contact centre, virtual service, operational or customer‑facing environments.
• Proven success leading complex transformation, operating model evolution and continuous improvement initiatives.
• Strong understanding of customer service operations, workforce management, digital channels and technology‑enabled service delivery.
• A track record of delivering outstanding customer and commercial outcomes in fast‑paced, high‑volume environments.
• Experience leveraging automation, digital solutions and emerging technologies, including AI, to improve performance and customer experience.
• Strong strategic thinking combined with the ability to execute and deliver results.
• Exceptional stakeholder management and influencing skills, including the ability to engage and challenge senior leaders.
• Demonstrated success building high‑performing teams and developing future‑ready capability.
• Strong commercial acumen, data literacy and insight‑led decision‑making capability.
• A collaborative leadership style with the ability to lead through change, inspire others and bring people on the journey.

Why Westpac?

At Westpac, we know that diverse thinking makes us stronger.

We welcome people from all backgrounds, experiences and walks of life. We are committed to creating an inclusive environment where everyone can bring their authentic selves to work and thrive.

We encourage applications from Māori, Pacific Peoples, women, people with disabilities, members of the LGBTQIA+ community, and anyone who believes they can contribute to helping us better serve our customers and communities.

If you're excited about the opportunity but don't meet every requirement, we still encourage you to apply. Research shows many talented candidates only apply when they feel they meet 100% of the criteria. If this role interests you, we'd love to hear from you.

Kia whakatōmuri te haere whakamua

I walk backwards into the future with my eyes fixed on my past.

We believe the future is built by understanding where we've come from, learning from today and creating better outcomes for tomorrow.

If you're a people‑focused leader who enjoys building capability, creating meaningful change and helping shape the future of customer service, we'd love to hear from you.

Ko mātou tēnei | Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together Greater