Senior Manager, Virtual Service & AI Transformation

Westpac New Zealand Ltd; Auckland; On-site; NZD 170,000 - 250,000; Full time

Job summary

Westpac New Zealand Ltd is seeking a Senior Manager, Virtual Service to lead the service and lending contact centre and business services teams. You will shape how virtual banking evolves, leveraging digitisation and AI to simplify processes and improve customer outcomes.

You will drive a high-performing leadership team, align strategy with business priorities, and deliver scalable, customer-centric experiences across virtual channels.

Qualifications

• Significant leadership in large-scale contact centres or virtual service environments.
• Proven success in transformation and operating-model evolution.
• Strong understanding of customer service operations and digital channels.
• Ability to drive data-informed decisions and performance improvements.
• Exceptional stakeholder management and influencing skills.

Responsibilities

• Lead service, lending and business services teams to achieve customer and commercial outcomes.
• Develop and execute strategy for virtual service and contact centre functions.
• Evolve workforce models and capabilities to reflect digitisation and automation.
• Drive initiatives that simplify work and increase efficiency.
• Champion data, automation and AI to improve performance and customer experience.
• Establish governance, risk and quality assurance across the function.

Skills

Leadership experience

Contact centre operations

Transformation leadership

Automation & AI

Stakeholder management

Data literacy

Strategic thinking

People leadership

Commercial acumen

Tools

AI platforms

Data analytics tools

CRM systems

Job description

Westpac New Zealand Ltd is seeking a Senior Manager, Virtual Service to lead the service and lending contact centre and business services teams. You will shape how virtual banking evolves, leveraging digitisation and AI to simplify processes and improve customer outcomes.

You will drive a high-performing leadership team, align strategy with business priorities, and deliver scalable, customer-centric experiences across virtual channels.