Pso Team Supervisor

**PSO Team Supervisor - 40155**

**Full-time Permanent**

**Hybrid Working Model**

**How will I help?**

The role of the Team Supervisor exists to assist our internal and external customers across a number of segments supporting the service delivery across a number of processes and brands in Payments and Service Operations (PSO).

This position is responsible for providing internal and external customers with the highest standard of professional customer service through continual focus on attention to detail, service levels and personal and professional development. They are also responsible for the end to end process associated with accurate and timely processing and quality assurance.

The role is specifically responsible for checking work completed by the team members and providing feedback, guidance or training where required to assist in the minimisation of errors and rework. There is also the responsibility of taking ownership or assisting colleagues with the more complex transactions as Subject Matter experts for products and processes relating to International payments, including customer service.

**Key Accountabilities include**:

- Quality of throughput and accuracy "do it right the first time, everytime"
- Work with other Business units and Products owner within Westpac to ensure processes and systems enable the achievement of seamless, end to end processing.
- Interact with other internal stakeholders such as Product Managers, Operations teams, Relationship Managers and Customer Managers, as well as external customers.
- Checking of Team members work ensuring accuracy and that the appropriate actions are being taken to drive timely resolutions of outstanding issues.
- Reporting of errors and rework in the Errors database, as well as actively providing this feedback to the Team Leaders to enable them to address in team member one on ones.
- Providing assistance to the Team Leader where required including attendance of the AOM meetings throughout the day to look at work balancing and resourcing.
- First point of contact for the team members in relation to problem solving and escalation

**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?**
- Proven experience in delivering high standards of customer service within agreed service levels within a high-volume, productivity-driven environment.
- Superior skills in resolving customer complaints.
- Problem solving and analytical skills.
- Excellent communication skills both written and verbal.

**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?