Service Owner/engagement Manager

**Service Owner/Engagement Manager - Customer**:

- **Data Platforms, Customer & Engineering**:

- **Sydney Based, Permanent Role**

**How will I help?**

The Group Customer Master (GCM) team is an Enterprise Application Team, supporting the Westpac Group's Customer Information Systems, such as OCH / UCM (Oracle Customer Hub / Universal Customer Master), CIS, GCIS, and Customer Domain APIs. We service every Brand in the Bank, and every Line of Business.

The Service Owner is a Customer-Centric, Stakeholder-Facing, and Stakeholder Management role, with the key deliverables being:

- Managing each incoming Business Banking and WIB Engagement Request from inception/initiation through to the delivery of an estimation, and finally to the approval and handover of the Engagement, preparing readiness to handover to the Delivery Phase.
- Facilitation of high-level requirements/solution discussions to enable and progress the Estimation Process efficiently.
- Meticulous construction of the Estimation (Budgetary Guidance and TEPs), ensuring adherence to the Estimation Templates, quality assurance and reviews of the Estimation, and issuance of the Estimation to the stakeholder as per agreed SLAs.
- Managing the Communication, Follow-Up, Walk-through, and Approval of the Estimations issued.
- Providing informative and effective handover of all approved Engagements/Estimations, through to the Delivery Gate to your Service Integration Manager (SIM) in your LOB Team who will be delivering the change.
- Working closely with your SIM to ensure a seamless transition of Engagement Requests from the Engagement Phase to the Delivery Phase, including assisting the SIM manage the LOB Epic Backlog.
- Working closely with your Service Owner Lead (SOL) to provide feedback, reporting and improvement suggestions regarding the Engagement Process, and supporting the SOL and other Service Owners as and when required.

You will need exceptional Stakeholder Management, Customer Service, Written Communication, Verbal Communication, Effective Facilitation, Problem-Solving, Negotiation, and Attention to Detail/Precision skills, and be able to deliver to tight timelines under pressure in a complex environment. You will need to be a self-starter and hit the ground running, be comfortable in being structured and organised, and able to support and follow defined processes and guidelines which are integral to the Engagement Process, under the guidance and direction of the Service Owner Lead.

**What’s in it for me?**

Joining Westpac has many benefits besides building a long and stable career. You’ll be able to purchase leave to facilitate your dreams or obligations and you’ll be encouraged to participate in the community through paid volunteer leave and secondments. You’ll also be entitled to a suite of online learning, training modules and career planning tools to grow with us.

**What do I need?**
- Tertiary qualifications in Business/Information Technology or equivalent experience (Essential).
- Knowledge and practical experience in Project Management and Business Analysis disciplines, processes, best practices, tools, and techniques (Essential).
- Practical Experience in Agile and Waterfall projects, processes, principles, best practices, tools, and techniques (Essential).
- At least 5 years of experience (combined) across one or more of the following fields: Project Management, Lead Business Analysis, Lead Quality Assurance roles, where you were required to produce detailed and accurate documentation which required an eye for detail and precision in high-pressured environments, dealing with senior and varied stakeholders.
- A strong understanding of, and experience in, Technology and Business Systems strategically and operationally (Essential).
- A strong understanding of, and experience in, Westpac Methodologies and Processes: Waterfall (SELC) & Agile (AEF) delivery methods, (GDPF) processes (Essential).
- At least 2 years’ Financial Services Experience (Essential). - Experience in working in a core Business Analyst role for minimum 5 years (Desirable).
- Experience in Estimation Construction, Communication and Delivery (Desirable).

**What is it like to work in Westpac?**

We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. 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. And one where everyone belongs.

**How do I Apply?**

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