Senior Manager Virtual Service
Core
Lead the performance, evolution, and future direction of Westpac's service and lending contact centre and business services teams while shaping the future of virtual banking.
Role type
Senior Manager, Virtual Service (Operational Leadership & Strategy)
Builds
Virtual service and contact centre operations for thousands of New Zealanders
Domain
Banking / Customer Service Operations / Digital Transformation
Required skills
Large-scale contact centre leadership, complex transformation execution, customer service operations expertise, workforce management, digital channel strategy, automation and AI integration, strategic planning, stakeholder management, team development, commercial acumen, data literacy
Preferred skills
Experience with emerging technologies, ability to lead through change, collaborative leadership style (via careerplan.io/jobs/5903154207-senior-manager-virtual-service-at-westpac)
Technologies
AI, automation, digital solutions
Responsibilities
Lead performance of service, lending, and business services teams; Develop and execute strategy for virtual service and contact centre; Shape future workforce model and operating capabilities; Drive transformation initiatives for efficiency and scalability; Champion data, insights, and AI usage; Evolve operating model for responsiveness; Deliver seamless customer experiences across virtual channels; Foster customer-led culture; Lead and develop high-performing leadership teams; Establish performance disciplines and governance; Partner with senior leaders on enterprise outcomes
