Virtual Manager

Create your best future and join Westpac as a Virtual Manager, Virtual Service.  

What’s the role? 

This is a full-time, permanent position based at our Launceston site – Lomond. 

The Virtual Manager, Virtual Service is a pivotal leadership role supporting the delivery of our group vision through exceptional service, strong people leadership and operational excellence. 

In this role, you will lead a team of Westpac Moments Specialists within Virtual Banking who support frontline teams with first-point escalations, customer complaints/vulnerabilities and complex service enquiries. 

You will be responsible for leading a multi-site specialist team to deliver outstanding, market-leading service across a range of digital and virtual channels. The team plays a critical role in the business by combining exceptional service with deep knowledge across a broad range of topics, providing real-time support to bankers while they are assisting customers and taking ownership of escalations where appropriate. 

You will work closely with leaders across the Westpac Virtual Banking network and partner with frontline teams and key business stakeholders to ensure customers feel heard, supported and well served at every stage of their experience. 

What do I need? 

• Proven leadership experience, with the resilience to lead teams through a dynamic and fast-paced environment. 

• Strong capability in leading behavioural and performance conversations, with the confidence to coach, develop and support direct reports. 

• A genuine passion for delivering exceptional customer service and creating positive customer outcomes. 

• Strong stakeholder management skills, with the ability to build trusted relationships across internal and external networks. 

• Experience in managing retail banking, banking CRM systems, customer vulnerability and customer escalations will be highly regarded. 

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