Executive Manager, Retention

1 week ago

Sydney, New South Wales, Australia Westpac Full time $120,000 - $180,000 per year

Job Description

  • Lead a team of 15 bankers to deliver exceptional customer retention and engagement
  • Enjoy true flexibility with hybrid working options and the ability to be based in Melbourne, Sydney, Brisbane or Adelaide
  • Make a real impact by coaching bankers, influencing change, and shaping the future of regional banking through strong stakeholder engagement

What's the role?
We have an exciting opportunity for an Executive Manager – Retention & Security to lead a high-performing team of 15 bankers, supporting customers through critical personal moments and driving retention across both personal and small business banking.

  • Oversee end-to-end fulfilment of customer security requests, managing a high-volume environment (10,000+ requests annually)
  • Lead a largely reactive team, responding to customer enquiries with empathy, urgency, and a focus on quality outcomes—especially during customers' most important personal moments
  • Champion customer retention, with a strong focus on customers who may be considering refinancing or moving away from the bank
  • Drive proactive engagement strategies to uplift small business retention and deepen relationships with business customers
  • Coach, mentor, and upskill a team of 15 bankers, fostering a culture of continuous improvement, high performance, and exceptional customer service
  • Support the uplift in small business banking through targeted retention initiatives and proactive customer engagement.

Enjoy true flexibility with hybrid working options and the ability to be based in Melbourne, Sydney, Brisbane or Adelaide
What do I need?

  • Demonstrated leadership capability, including coaching and developing bankers to deliver customer outcomes
  • Demonstrated success in high-volume reactive environments
  • Expertise in small business lending servicing functions and financial analysis and commercial acumen
  • A customer-centric mindset with a passion for retention and priority service delivery for our customers
  • Ability to influence and communicate effectively across senior stakeholders nationally
  • Proven ability to drive change, balance competing priorities, and lead in a fast-paced environment.

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 .

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