Team Manager

**Team Manager: Payment Service Operations - 39587**

**Full-time Permanent**

**Hybrid Working Model**

**Location - Parramatta, SYD**

**How will I help?**

Payments Service & Operations is responsible for servicing all customers of the Westpac Group relating to International Payments, Domestic Telegraphic Transfers and New Payments Platform Payments.

The team also services the day to day requirements of Westpac’s Institutional clients around account and cards establishments, amendments, as well as closure and cancellations.

The key focus of this role is to create and maintain a business unit that is focussed on increasing customer satisfaction, developing a high performing and skilled workforce and cost-efficient business practices. The role operates in accordance with Compliance & Privacy requirements and manages operational risk effectively. The role is pivotal in driving Customer strategies across the teams whilst achieving key performance indicators.

**Key Accountabilities include**:

- Lead the team through change to minimise both employee impacts and potential dips in performance associated with the implementation of change.
- Operational management of teams within Payments Service & Operations, including workflow planning & monitoring, scheduling, operational risk management and situation management.
- Leading and managing the team to develop a high-performance culture, with a strong focus on managing productivity and performance as well as coaching and developing individuals to meet their potential.
- Take ownership of internal customer inquiries and liaise with Team Members and other teams to ensure the very best in customer service.
- Identify opportunities for system and process enhancements and execute improvements.
- Ensure that Team activities meet legislative and compliance standards and that operational risk practices are embedded within the team.
- Work with other Business Units and Products Owners within the Group to ensure processes and systems enable the achievement of seamless, end-to-end processing.
- Review and provide active feedback on all documentation relating to system enhancements/implementations.
- Prepare any files regarding non-lending losses for escalation to management and ensure plans are in place to reduce potential for financial loss.

**What’s in it for me?**

You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure. 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?**
- Management/leadership experience in Financial Services, High networth client experience desirable, including supervision or operational management of teams.
- Knowledge of effective people management practices and proven experience in leading and managing teams to deliver strong performance, including a strong focus on developing team members to meet their potential.
- Experience in adapting to workplace change and ideally experience in managing employees through change.
- Proven experience in delivering high standards of customer service within agreed service levels within a high-volume environment.
- Stakeholder engagement with C-Suite level internal and external customers.

**What’s it like to work there?**

We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?**

The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines.

**Do you need reasonable adjustments during the recruitment process?