Head of Virtual Sales

Opportunity to lead Westpac’s Consumer Virtual Banking National Sales Teams
- Elevate your leadership career with Australia’s most established bankDrive customer experience and retention through innovative virtual channels

When you join Westpac Group, you’ll be empowered to make a difference, speak your truth, and create a future worth striving for. But best of all, you’ll be joining a whole organisation of people who love working together to help others create their best future.

**How will I help?**

As the Head of Virtual Branch and Retention, you will lead and develop a high-performing sales team dedicated to delivering exceptional virtual banking experiences through Voice, Video, and Chat channels.

Reporting to the National General Manager Virtual Banking, you will drive innovation and performance by identifying customer pain points and influencing key initiatives in partnership with the Transformation and Operations & Effectiveness teams. Your leadership will focus on enabling teams to meet customer needs seamlessly, improve customer satisfaction, and deliver strong business outcomes across virtual channels.

You’ll champion coaching, develop leaders within your teams, and embed a growth mindset to improve both customer experience and sales performance. This role provides an exciting opportunity to make a measurable impact on Westpac’s NPS, customer retention, and overall channel success.

**What will I need?**
- Extensive leadership experience managing and coaching high-performing sales teams, ideally in Retail or Virtual Banking.
- Proven expertise in Voice, Video, and Chat capabilities to drive customer engagement and retention.
- A strong understanding of Home Loan retention strategies, customer needs, and banking operations.
- Strategic thinking skills with the ability to influence senior stakeholders, balance priorities, and deliver outcomes.
- Experience managing risk and compliance within a virtual or remote banking environment.
- The ability to inspire, develop, and engage teams, fostering a positive and growth-oriented culture.A results-driven mindset, with demonstrated success in achieving key performance metrics (e.g., NPS, customer growth, and digital performance)

**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 to create better futures together. So, you’ll keep learning to grow, 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’s it like to work there?**

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

Hear from some of our people and their experiences working with us.

**How do I apply?**

Start here. Just click on the **APPLY**or **APPLY NOW**button.

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