Senior Manager, Partnership

3 weeks ago

Bedford Park, Australia Westpac Group Full time
  • Permanent Full Time
  • Melbourne, Sydney, Queensland or Adelaide 
  • Recoveries/Collections/Customer Assist experience required 

How will I help?

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

The key focus of this role is to optimise the Collections on Written off accounts program for all eligible Assist customers (Consumer and Business products). Ongoing strategic portfolio management is expected to ensure effective decisioning and processes are maintained to maximise business benefits. Process simplification is key and where applicable consideration will be given to pre and post write-off customers. 

Key Accountabilities 

  • 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 do I need?

This Senior Manager role drives our success and achievement 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 ability to manage a Major Supplier partnership, including contract management and operational performance
  • 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 in it for me?

You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create 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 grow your career, 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’s it like to work there?  

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.   

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.  We’ll empower you to shape your career path.  Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.  

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.

Hear from some of our people and their experiences working with us.

How do I apply?

Start here. Just click on the APPLY or APPLY NOW button.

At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application.

We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.

Do you need reasonable adjustments during the recruitment process?

We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email talentacquisition@westpac.com.au

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