Manager - Service Ownership, Issues & Incident

Full time, permanent opportunity
- Adelaide Location with flexible working arrangements
- Support the Customer Assist Team within Customer Solutions

**How will I help?**

The role is critical for the ongoing support and management of our Consumer Finance and Recoveries functions within Consumer and Business Assist designated to Customer Solutions. As a manager you will be a key member of the Customer Assist Team within Customer Solutions and your role is paramount to helping contribute to the delivery of Westpac’s vision and strategic priorities.

The key focus is to own the end to end management of risk events through a fix and simplify approach across Consumer Finance and Recoveries function. You will
- Work with a high performing team who understand the Customer Assist strategic intent and direction with clear goals, objectives and accountabilities which empower them to deliver
- Excellent Workforce Management practises to ensure priorities are managed to regulatory and internal timelines.
- Continually leverage effective relationships with Business Partners (internal & external) to drive outcomes.
- Manage and deliver the Group Collections business objectives for your portfolio/s, including the successful implementation of change programs across projects and other external initiatives
- Continually challenge business processes and policies to maximise business effectiveness, ensure the change management pipeline is optimised and business change is implemented effectively and speedily.
- Drive continuous improvement for better customer satisfaction always seeking better ways to service our customers and business partners whilst maintaining a close eye on compliance requirements.
- Employ agile project management methodologies to rapidly iterate to find the best possible solution before a full deployment.

**What’s in it for me?**

We want you to love what you do - and where you do it. You’ll be paid competitively, while being in a great position to grow your career - with a range of online learning, training, and career planning tools available to you. Some of the best banking, wealth and insurance benefits that are out there will be on offer - and you can even take paid volunteer leave or secondments as well.

**What do I need?**

The Manager drives our success and achievement via our Motivate program of key outcomes for the overall business segment and for the Group, including customer, shareholder, people, and corporate responsibility outcomes.
- A minimum of 3-5 years’ experience at Management level, with a deep understanding of working in a large-scale Collections/Hardship operation - Compliance, legal & regulatory environment.
- Deep understanding of the NBD implications and resourcing to achieve business objectives and manage a successful outcome
- Demonstrable experience in Credit Management, Collections & Recoveries, Customer Service and Relationship Management
- Demonstrated experience with implementing and managing Risk & Compliance, 1st line within the teams
- Strong analytical skills and ability to translate data driven insights into actionable business value; ability to recognise opportunities for and initiate system and process improvements

**What’s it like to work there?**
When you join, you’ll become part of the broader Westpac Group family - where we aim to be a friendly, switched-on team working for a single purpose - Helping Australians Succeed - it’s what we do, who we are and why we come to work every day. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility

**How do I Apply?**

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