Service Owner

1 week ago

Sydney, New South Wales, Australia Westpac Institutional Banking Full time
Exciting Opportunity to join a progressive and ambitious initiative at Westpac's Institutional Bank

  • Sydney Based
  • Flexible working
  • Permanent Role
  • GTS (Global Transaction Services) provides transaction banking, client experience, and solution implementation for large corporate and institutional customers _as well as manages the bank's payment networks, the regulatory and payments strategy agenda, and the endtoend payments operations including clearing and settlements. _
  • GTS is on a journey to deliver a digital banking platform for the future. Aimed at Westpac's institutional customer segment, the platform will provide digitisation of the working capital cycle and deliver a realtime corporate treasury through faster payments, realtime liquidity optimisation, cash flow forecasting and data monitoring. All through a seamless digital frontend customer experience. _

How will I Help?


An incredible opportunity to join the Global Transaction Services (GTS) business line which is a critical pillar of Westpac's Institutional Bank has arrived The Service Owner - Business Operations and Client Support is responsible and accountable for the design, build, deployment and maintenance of all internal and external workflow, case management, and orchestration activities needed to support GTS's new Corporate Cash Management platform.


You will be involved in:

  • Defining business operations and customer servicing requirements based on inputs from program stakeholders (e.g., Product, Customer Experience & Service Design, Operations, Technology, and Risk) across multiple program delivery streams.
  • Designing and documenting new business processes (and integrating with existing processes where necessary) that will deliver stakeholder requirements.
  • Ensuring all new operations and servicing activities are compliant by design, aligned to the Group's risk, control, and governance frameworks.
  • Working with Business Analysts and technology delivery teams to break down functional requirements into features and user stories.
  • Creating and maintaining a backlog of workflow, orchestration, and case management features aligned to program milestones.
  • Working with CX designers and technology delivery teams to build, test, and refine internal and customerfacing features and processes in an omnichannel environment.
  • Securing endorsement of new processes and operations according to the Group's risk and controls frameworks, and customer & product lifecycle management.
  • Modelling and maintaining business processes in the Group's process models (e.g., Holocentric) and ensuring processes are aligned to the Group's value chain framework.
  • Developing the change management plan, collateral & other supporting materials to support the internal and external adoption of new features, processes, and servicing & operations experiences.
  • Leading change management and training activities associated with deployment of new features and processes, including liaising with Sales, Servicing, Group Operations and other stakeholders.
  • Ensuring features meet business objectives and key results, and are delivered ontime and on budget.
  • Managing ongoing improvements & optimisation of business operations and servicing activities, ensuring new products & features fit seamlessly into customer experience.

What do I need?

  • Demonstrated experience in a similar design or case management role.
  • Experience within a similar role in banking/financial services or institutional banking is highly regarded.
  • Ability to manage own time, working independently and seeking guidance from others if required to meet specified objectives within given deadlines.
  • Experience in coaching and mentoring of other key stakeholders.
  • Exceptional stakeholder management and communication skills.
  • Ability to work with both business and technical stakeholders at varying levels of the organisation.
  • Strong strategy execution skills.
  • The ability to find creative solutions to complex problems, measuring the effectiveness and outcomes of those strategies.

What's in it for me?


You will have the unique greenfield opportunity to design cloud-native digital financial services at a heritage bank without the constraints usually imposed by previous systems.


This is a highly visible role that works closely with internal and external stakeholders including Product, Technology, Legal, Risk and Compliance, as well as clients and world-leading technology vendors.

Through these interactions you will grow your professional network, further develop your business and commercial acumen, as well as be well-positioned for further opportunities within the group.


On a personal note, 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 ta

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