Senior Manager, Virtual Service & Contact Centre

Westpac New Zealand Limited

Christchurch

Hybrid

NZD 140,000 - 190,000

Full time

13 days ago

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Job summary

Westpac New Zealand Limited is seeking a Senior Manager, Virtual Service to lead our service, lending contact centre and business services teams, driving exceptional customer outcomes today while shaping the future of virtual banking in New Zealand.

You will lead transformation projects, leverage digitisation and AI, and partner with senior leaders to deliver enterprise outcomes across a large customer-facing function with a future-ready operating model.

Qualifications

Significant leadership in large-scale contact centre or similar.
Proven success in transformation and operating model evolution.
Strong understanding of customer service operations and digital channels.
Track record of delivering outcomes in high-volume environments.
Experience using automation/AI to improve performance.

Responsibilities

Lead service, lending, and business services teams to deliver customer, people and commercial outcomes.
Develop and execute the strategy for the virtual service and contact centre functions.
Shape the future workforce model to reflect digitisation and technology enablement.
Drive initiatives to simplify work, increase efficiency and create capacity.
Champion data, insights, automation and AI to improve customer experience and operations.
Establish governance, risk management and QA practices across the function.