Executive Manager, Quality

2 months ago

Sydney, Australia Westpac Banking Corporation Full time

Executive Manager, Quality
- **Opportunity to join Westpac's Quality Assurance Team**:

- **Established career path and progression opportunities**:

- **Sydney based - spread between CBD, Kogarah and Parramatta**

**How will I help?**

As the Executive Manager, Quality Assurance (QA), Business Controls & Monitoring, you will lead a Team of QA professionals and be responsible for the execution of QA controls and processes for Customer Solutions. Specifically, this role supports **Complaints, Deceased Estates and Fraud & Scams Operations** within Customer Solutions.

You will play a key role in supporting the Customer Solution Leadership Team in building strong risk culture, increasing operational teams' capabilities, provisioning of relevant and insightful reporting on results of QA outputs relating to customer experience, business performance and compliance while delivering great customer outcomes.

**You will also**:
Your responsibilities include leading a team of QA professionals to execute QA controls and processes for Customer Solutions (CS). This role, in accordance with the established QA Frameworks, supports the CS Leadership in managing the quality of their process outcomes, capability uplifts as well as provisioning of insights into the level of compliance of those processes with relevant policies and standards as well as customer outcomes. In addition, the core accountabilities of the role include:

- Provisioning of scheduled insightful reporting to the CS leadership on results of QA outcomes relating to customer, performance and compliance. This includes proposing recommendations as well as built and maintenance of robust action tracking mechanisms
- Driving excellence in QA services offered and ensuring alignment with CS strategies, projects and objectives. This includes designing appropriate strategic solutions that align with CS delivery objectives
- Maintaining green SLAs, KPIs and productivity outputs. Creating efficiency gains and continued uplifts in quality scored as well as driving incremental removal of manual activity, focusing on process simplification and digitization
- Agile management of the QA Team which includes cross-skilling and allocation of resources based on needs as well as being responsible for motivating and developing the Team
- Timely delivery of reviews, impact assessments and feedback on any changes affecting QA controls and QA process execution
- Partnerting with senior stakeholders to actively seek optimisation and simplification opportunities within existing QA processes across Customer Solutions
- Managing an effective control environment for QA processes which includes monitoring and assessment of the adequacy and strength of those controls
- Building strong and sustainable cross-functional engagement practices and operating rhythm between the QA Teams, CS Teams, Risk and Compliance Functions and others
- Partnering with senior stakeholders to educate, uplift and embed strong risk management practices and risk culture
- Contributing to the development of QA frameworks through delivery of proposals and advice supported by facts and data with clearly defined impacts and benefits
- Driving alignment in practical QA process execution across processes supported by QA Centre of Expertise
- Supporting capability growth and development of the QA team professionals in helping them achieve their career goals and objectives
- Promoting the capability of QA and seeks to gradually expand the service offering

**What's in it for me?**

Inspiring teams and unexpected opportunities. Plus, the backing and great benefits from one of the most refreshing employers in Australia. For example, you'll be able to have access to some of the best banking, wealth, and insurance benefits in the market, be paid well, as well as an entire suite of online learning and career planning tools so you can grow.

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?**
- 10+ years of experience in Quality Assurance or similar customer centric Senior Management roles with a financial services organisation
- Experience in supporting senior leadership teams in delivery of strategic initiatives and making critical decisions based on an understanding of how relevant factors may impact the performance of the Team
- Strong stakeholder management, communication and influencing skills to drive relevant business outcomes
- Prior experience building and leading high performing teams.
- Relevant tertiary qualifications
- Strong knowledge of applicable regulatory requirements
- Experience in development of Quality Assurance frameworks and delivery against them
- Experience in change management and embedment, project or tr

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