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Strategic Advisor, Customer Vulnerability and Deceased Estates

1 month ago

Sydney, New South Wales, Australia Westpac Group Full time

About the Role

We are seeking a highly skilled and experienced Strategic Advisor to join our Customer Excellence team at Westpac Group. As a key member of our team, you will provide strategic advisory on our Customer Vulnerability and Deceased Estates Standards, ensuring the sustainable embedment of these standards across the Group.

Key Responsibilities

  • Provide strategic advice on the application and embedment of the Customer Vulnerability and Deceased Estates Standard
  • Lead initiatives to simplify our Group practices and improve the experience of customers experiencing vulnerability, the bereaved, and estate representatives
  • Draft Standard settings and supporting tools and resources in a practical and user-centric way
  • Design and deliver learning, tools, templates, and processes that support the Standard
  • Communicate effectively and build strong stakeholder engagement across the Group
  • Work with 1st and 2nd line risk and compliance teams to ensure the continued appropriateness of our approach to risk management
  • Participate in industry roundtable discussions and industry consultation on regulatory change

What We Offer

As a Strategic Advisor at Westpac Group, you will have the opportunity to shape the future of our business and make a meaningful impact on our customers' lives. We offer a collaborative and supportive work environment, competitive remuneration, and a wide range of employee benefits to help you manage your priorities.

Requirements

  • Minimum 5 years of experience in a Risk, Legal, or Compliance background
  • Passion for customer experience and driving change
  • Strategic thinking and problem-solving skills, defined as the ability to creatively approach and structure complex and potentially ambiguous issues
  • Strong drafting skills and stakeholder engagement skills
  • Ability to interpret policies and regulatory guidance and exercise thought leadership to drive positive customer outcomes for the Group
  • Deep understanding of the regulatory and policy environment impacting Customer Excellence
  • Understanding of key regulatory bodies and industry associations such as ASIC, APRA, BCCC, AUSTRAC, and the ABA