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Workflow Analyst

2 weeks ago

Parramatta, Australia Westpac Group Full time

**Create your best future and join Westpac as a Workflow Analyst**
- **Permanent Full-time opportunity**:

- **Parramatta based**:

- **Hybrid working model**

**What’s the role?**

As a Workflow Analyst, you will be supporting the delivery of a high performing, multi-brand customer journeys through the delivery of best practice workflow operations.

You will be responsible for managing customer journey workflows and service request processes to ensure timely and effective service delivery. Overseeing daily workforce planning and allocation across onshore and offshore teams to meet performance targets. Handling customer escalations, identifying root causes, and driving resolution strategies. Utilising data analysis to pinpoint service pain points and implement improvements. Ensuring risk management across all journey-related operations, with a focus on incident handling and continuous process optimisation.

**What do I need?**
- Proven track record successfully managing complex customer outcomes & escalations
- Workforce Management experience
- Banking and finance industry experience
- Strong analytical and problem-solving skills
- Ability to build and maintain key relationships with cross functional stakeholders

**Why join us?**

We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

- Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates
- Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
- Tailored learning and development opportunities to help your grow your career within the bank.
- Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives

**Create your future today**

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone - no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the _"People with Disability and/or needing Accessibility Requirements" _page on our website.