Stream Manager, Vic

2 weeks ago

Melbourne, Victoria, Australia Westpac Full time
Full time, permanent role available in Melbourne CBD

  • Join our Customer Care Leadership Team
  • Full time paid training + Careers opportunities with Australia's oldest bank

Who we are

With over 200 years of history in helping Australians with their banking needs, Westpac is Australia's oldest company & bank.

Helping Australians succeed is our purpose - it's what we do, who we are and why we come to work every day.


Supported by our values of:
Helpful, Ethical, Leading Change, Performing and Simple.

The Team

Customer Care are the customer service specialists of the Westpac Group, providing the best service over the phone, to millions of our customers every year.

Our aim is to provide a seamless banking experience for our customer, with a goal of being one of the world's best contact centres.


How will I help?

As a Stream Manager in Customer Care, you will be responsible for leading team managers and bankers in guiding and creating an environment that is both appealing and highly productive.

You will do so by being actively involved in the day-to-day activities of the site/s and be committed to improving the overall performance of your centre.


Your role will also see you ensure effective and consistent communication is at the forefront of mind and encourage feedback and accountability to enhance the customer experience.

You will lead your Team Managers by driving the ultimate customer experience and employee engagement both in your site/s and being involved in championing campaigns at a national level.

You will also work with stakeholders to identify gaps in performance and risk and take accountability for complaints.

What's in it for me?

Under Westpac Group's Employee Banking Benefits program, you and your family can look forward to valuable savings available on a wide range of Westpac banking products - from discounts on loans, bonus interest rates on deposits, reduced interest rates on credit cards and much more.

We can also offer you; career development plans, as well as an Inclusive team atmosphere where life-long friendships can be made.


What are my responsibilities?

  • Drive vision and purpose, communicate effectively, deliver consistent and reliable high performance of service and sales metrics.
  • Develop and retain talent, build effective teams, instil trust, direct work, and drive engagement in all teams to new highs.
  • Cultivate innovation, nimble learning, and a cando attitude with situational adaptability.
  • Consistently model strong customer obsession.
  • Collaborate with all our internal and external stakeholders, instil trust and partnership.
  • Deliver and model great coaching that addresses behaviours, rewards strengths, and delivers the very best from our people.
  • Deliver on the Customer Care 'Customer Promise' grasping every opportunity to connect with customers through a genuine interest.

What do I need?

  • Sound knowledge of Customer Care and internal systems, procedures, and policies, or broader financial services experience.
  • Demonstratable exceptional leadership experience.
  • Proven record of driving performance through effective people leadership.
  • Highly developed verbal and written communication skills.
  • Ideally 5 years contact centre experience.
  • Minimum of 5 years in leadership.

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