Head of Partnerships

Create your best future and join Westpac as the Head of Partnerships, Virtual Banking.

What's the role?

We're on a bold mission to be Australia's #1 bank for customer experience, measured by Net Promoter Score (NPS). To do that, we're looking for a Head of Partnerships to be the driving force behind our network of trusted partners who support Virtual Banking in delivering contact centre outcomes for the Retail Bank. Reporting to the National General Manager of Virtual Banking, the Head of Partnerships plays a critical role in leading the strategic design and delivery of our partnership arrangements — ensuring operational excellence, strategic alignment, and shared values that create exceptional customer outcomes.

This role requires an experienced contact centre specialist who is passionate about transforming performance, driving operational efficiencies and empowering our partners to deliver results in a fast paced and dynamic environment. We're looking for someone to help shape the future of an important component of virtual banking and elevate the way we support and partner with millions of Australians through their life.

Responsibilities

• Lead and manage relationships with third-party contact centre providers, ensuring alignment with our customer-first strategy.
• Develop and execute partnership strategies that support scalable, cost-effective, and high-quality customer service delivery.
• Oversee governance frameworks, contract performance, and operational KPIs across multiple vendors.
• Collaborate cross-functionally with Operations, Procurement, Compliance, and Risk teams to maintain strong controls and mitigate vendor-related risks.
• Work closely with key internal and external stakeholders to support the development and adherence to the Partnership Services operating model.

What do I need?

We are seeking a dynamic and strategic senior leader with a deep understanding of customer excellence, contact centre management, outsourcing and emerging contact centre technologies. Expertise across the call centre functions including Voice, Video and Chat capabilities are a must.

This role requires a strong capability in relationship management and proven experience in leading strategic partnerships, preferably in financial services or related businesses. The ideal candidate will have strong commercial acumen and negotiation skills to manage large-scale vendor relationships as well as deep understanding of contact centre technologies, workforce optimisation, and customer satisfaction metrics. Ability to manage complex delivery programs of work while ensuring business continuity and minimising customer impact is desirable.

As a key contributor to business success, you will provide concise and effective recommendations to improve customer advocacy, performance and efficiency. A proactive and results-focused approach is essential, ensuring that the organisation stays ahead in a rapidly evolving industry.

You will foster a risk-aware culture while maintaining operational excellence and business growth. If you thrive in a fast-paced environment and have the leadership skills to influence and drive meaningful change, we want to hear from you.

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
• 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 or 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 out more information and additional contact details by visiting the People with Disability and/or needing Accessibility Requirements page on our website.

Perks and benefits

• Flexible working arrangements
• Leave to support lifestyle and wellbeing
• Family first
• Gender affirmation/transition leave
• Career growth
• Health and wellbeing
• Discounted banking products and services

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