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Exec Mgr Business Controls %26 Monitoring Cust Care

Westpac Group - Sydney, NSW

Banking & Finance
Source: uWorkin


Exec Mgr Business Controls & Monitoring Cust Care

How will I help?
As the Executive Manager, Business Controls & Monitoring (BCM) – Customer Care, you will play a leadership role in driving, implementing and managing risk management and monitoring obligations in Customer Care which includes the Call Centre and Secure Chat teams for Westpac, St. George, Bank of Melbourne and BankSA for Consumer Customers. This is a highly paced, complex customer facing environment helping our customers through over 9m customer interactions every year.

This role is also responsible for partnering with key stakeholders on all matters risk and control and developing pragmatic solutions to risk and control problems through to end to end implementation. always be looking for ways to do things better and more efficiently, and you will promote a strong risk culture that embodies our ethics and integrity, balancing commercial and customer needs.

This is a big people leadership role, with circa 20 FTE supporting risk in change, risk advice and interaction quality assurance. Together with Operations you are also responsible for the quality delivery of call quality assurance through our outsourced partner.

What’s in it for you?
You will be part of our Consumer Customer Engagement division where we deliver banking services to retail banking customers across Australia. We are responsible for operating branch based, telephone and virtual banking channels across our four consumer banking brands – Westpac, BankSA, St.George and Bank of Melbourne serving more than 9 million customers. You will be part of the leadership team for business controls and monitoring, and whilst your role has responsibility for the Customer Care 1st Line function, you will play a broader role supporting customer engagement to achieve the desired risk culture for the consumer division including specific capability uplift.

What do I need?
You will need have considerable experience leading a 1st or 2nd Line Risk Management function in a complex financial services environment and whilst experience in Consumer Banking and Contact Centres is preferable you may have developed your risk expertise in another segment that has synergies with Consumer Banking and you would have an opportunity to leverage the business expertise of your team.

You will have extensive experience in leading a team of managers and senior managers helping to shape the planning and execution of the requirements within the 1st risk function and to organise the team to provide valuable risk insight and advice to business leaders and partners. You have an ability to flex between detail and big picture thinking, leveraging the broad expertise of the team to drive first class execution.

You will role model and support risk capability uplift in your team and the business to uplift our risk capability and maturity.

You will be highly motivated with excellent verbal and written communication skills and will have demonstrated senior stakeholder management experience with the ability to influence and build relationships across a wide range of stakeholders and business groups including senior business leaders or business partners, 1st line specialist teams, 2nd and 3rd LOD. Key relationships will include the National General Manager Customer Care; State Heads within Customer Care; Head of Customer Care Operations; Head of Sales Effectiveness and Change; Heads of and Executive Mangers in BCM, LOBs and 1st Line Hub.

What is it like to work there?
We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.

Westpac Group