Business & Operations Manager, Virtual Banking

What's the role?

Virtual Banking is home to Westpac's specialised contact centre bankers, supporting customers across Australia through every stage of their financial journey. As Business & Operations Manager, you'll be the trusted partner to the National General Manager, Virtual Banking, helping shape business strategy, drive execution and ensure the business delivers great outcomes for customers and employees alike. 

This is a highly influential leadership role where you'll sit at the centre of the Virtual Banking business, connecting strategy with day-to-day operations. Working closely with senior leaders, you'll lead business performance activities, governance, financial management, reporting and scorecards, risk, controls and compliance coordination transformation initiatives and operational delivery across a large and complex contact centre environment. 

This is a permanent full-time opportunity based in Sydney, Gadigal Country, operating in a hybrid working environment.

What do I need?

• Extensive leadership experience within a large-scale contact centre or a customer operations environment


• Demonstrated success partnering with senior executives and broad stakeholders to create and execute the gold standard of Contact Centre operational outcomes


• Strong commercial, financial and business management capability, including reporting, productivity and performance insights


• Experience leading governance, risk, control, compliance and operational excellence activities within complex environments


• Proven ability to influence senior stakeholders, influence high performing teams and drive change across multiple business areas


• Proven ability to navigate change at pace, balancing strategic priorities with operational execution while maintaining engagement and performance.


• Demonstrated success in leveraging technology, data and AI driven solutions to simplify processes, improve productivity and shape future ways of working.

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!


• Flexible work arrangements to help you achieve a greater work life balance, and 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 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, under the 'Diversity, sustainability and flexibility' section.

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.