Senior Operations Manager

Responsibilities

You will lead a customer-focused operations squad to deliver efficient and reliable banking experiences while managing end-to-end performance. Additionally, you will drive transformation and change initiatives while balancing customer needs with risk and control outcomes.

Requirements

Candidates must have proven experience leading and developing teams within a high-volume banking or customer servicing environment. Strong capabilities in people leadership, risk management, and stakeholder engagement are essential for this role.

Skills

• People leadership
• Operational performance management
• Stakeholder management
• Risk management
• Compliance
• Change management
• Continuous improvement
• Coaching
• Customer service
• Performance insights
• Banking operations
• Relationship building
• Process simplification
• Regulatory obligations
• Team development

Benefits

• Banking product discounts
• Mortgage rate discounts
• Culture leave
• Lifestyle leave
• Wellbeing leave
• Learning and development opportunities
• Volunteering initiatives

About this role

What’s the role?

You’ll be joining our Cash & Transactional Banking Operations team, leading a
customer-focused operations squad and helping us deliver safe, efficient and
reliable experiences for our customers.

As a Senior Operations Manager, you’ll lead the end-to-end performance of your
squad, bringing together service, quality, customer, people and risk outcomes.
You’ll create clear direction for your team, build capability through coaching
and development, and create an environment where people can perform at their
best. 

You’ll use performance insights to understand what’s working well and where we
can improve, finding opportunities to simplify processes, reduce complaints and
provide better customer outcomes. You’ll also play an important role in
supporting transformation and change across the business, helping new ways of
working land successfully within Operations. 

Working closely with teams and stakeholders across the value chain, you’ll
balance customer needs with operational performance, workforce requirements and
strong risk and control outcomes.

This is an opportunity to lead with purpose, develop great people and help shape
simpler and better customer experiences across Everyday Banking Operations.

What will I need?

* Proven experience leading and developing teams within a high-volume banking,
operations or customer servicing environment. 
* Strong people leadership capability, with experience setting clear
expectations, coaching and developing others and building engaged,
high-performing teams. [
[https://westpacgroup-my.sharepoint.com/personal/l219655_westpacgroup_com/Documents/Microsoft%20Copilot%20Chat%20Files/CTBO_Senior_Operations_Manager_Ops%20Squad_PD_Oct26.pdf]
* Experience managing operational performance across service, quality,
productivity, workforce and customer outcomes
* A strong customer mindset, with the ability to use performance insights,
feedback and complaints to identify opportunities and improve customer
outcomes. 
* A good understanding of risk, controls, compliance and regulatory obligations
within a complex operating environment. 
* Strong stakeholder management and relationship-building skills, with the
ability to work collaboratively across different teams and business areas. 
* Experience leading teams through change and embedding new processes or ways
of working.
* A continuous improvement mindset, with the curiosity to challenge existing
processes and find simpler, more effective ways of delivering for customers
and our people.

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! 
* 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 

Create Your Future Today

To get started, simply click on the APPLY or APPLY NOW button.

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
[https://aus01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.westpac.com.au%2Fabout-westpac%2Fcareers%2Ffaq-contact-us%2F&data=05%7C02%7Cdakotah.bishop%40westpac.com.au%7Cd15ccf34ab1e42eba8b108de7044f492%7C57c64fd466ca49f5ab382e67ef58e724%7C0%7C0%7C639071638622937325%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=CVu4NaILh3E9bnppTkmFikGV3MAwuAh5JuFwMi%2FFj5o%3D&reserved=0],
under the ‘Diversity, Sustainability and Flexibility’ section.

We’re all about helping our people grow and succeed. Whether you’re a current
employee, trainee, or intern, we’re committed to your career development. If
you'd like to practise your interview technique or make your CV more impactful
before you apply, check out our new self-paced eAcademy course, Prepare for Your
Internal Job Search: CV & Interview Essentials.
[https://www.eacademy.westpac.com.au/lmt/clmslearningpathdetails.prMain?in_sessionId=15582242A1180148&in_from_module=CLMSBROWSEV2.PRMAIN&in_learningPathId=455603647] You
can also Check out our FAQs and internal support resources here.
[https://sm2.sn.westpac.com.au/msp?id=kb_article&table=kb_knowledge&sysparm_article=KB0082217&sys_kb_id=06a3158c934d5a1035b8bbc47aba1009&spa=1] 

We may close this job advertisement earlier than the advertised closing date if
suitable candidates are identified. We encourage you to apply as soon as
possible

About Westpac Group

Financial Services · 10,001+ employees · headquartered in Sydney, New South Wales