Senior Manager Business Optimisation (Remote)

All roles at Westpac Group can be considered for flexible working arrangements, such as flexible hours, working remotely, part time work, or job sharing.

• Fixed Term contract (12 months)
• Sydney or Adelaide – Hybrid working

Lead an exciting initiative in uplifting the capability of our Contact and Call Centres

How will I help?

As a Senior Manager, Business Optimisation, you will lead and manage project activities across Customer Solutions teams by developing, scoping, and implementing initiatives that deliver value to our internal and external stakeholders.

You will focus on uplifting the business capability in our Contact and Call Centres, by assessing the current state and future needs of the telephony vendor.

Further responsibilities include:

• Analyse and evaluate business strategy and performance, including examining various aspects of the business, industry trends, and competitive landscapes to provide insights and recommendations for improvement
• Review operational processes and develop solutions that meet the needs of the customer whilst containing costs
• Through process engineering, digitization and automation drive efficiencies that deliver operational expenditure savings
• Leverage existing pathways and develop new ones for new functionality to be implemented, ensuring full value is derived from our investments
• Develop insights from data that provide a deep understating of value within interactions unlocking opportunities to drive self-service and improve overall customer experience
• Build an engagement model with key stakeholders in Group acting as key link between wider Group and CS teams

Proactively engage with stakeholder groups across Customer Solutions teams on functional capabilities and potential application within their businesses

What’s in it for me?

You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What do I need?

To be successful in this role you must be an experienced in Business Analyst, or Project Manager, or Solutions Analyst, with demonstratable project uplift experience in telephony vendors and or call centres environments.

You also maintain superior analytical skills with the ability to effectively determine current and future business requirements.

You must also be experienced in data analytics and have the ability to derive insights from data.

Further key attributes include:

• Results orientated with a strong drive to achieve targets
• Tertiary qualifications in a business-related discipline.
• Strong customer service orientation and ability to liaise with staff at all levels

Strong skills in:

• Analytics
• Communication
• Problem-solving
• Influencing and negotiation
• Adaptability
  
  Organisation and time management

What’s it like to work there?

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities – whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.

Hear from some of our people and their experiences working with us.

How do I apply?

Start here. Just click on the APPLY or APPLY NOW button.

At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application.

We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.

Do you need reasonable adjustments during the recruitment process?

We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email talentacquisition@westpac.com.au