Team Manager

This role sits within Fraud and Scams Operations and leads a team dedicated to supporting customers impacted by fraud, disputes and scams. You’ll be accountable for delivering strong customer outcomes across all Westpac Group brands, ensuring every interaction is handled with care, clarity and consistency.

Success in this role comes from strong performance uplift and driving exceptional customer outcomes with a clear focus on building capability across the team. You’ll support team members to grow their skills while ensuring all work is completed in line with Westpac Group policies, procedures and protocols. You’ll also look for ways to improve how we work, identifying opportunities to strengthen processes and customer experiences.

As Team Manager, you’ll play a key role in creating a connected and inclusive team environment. You’ll be responsible for the effective management of people, processes, risks and dependencies, ensuring the team operates smoothly and delivers on its commitments.

Demonstrated leadership capability with experience managing or leading teams (contact centre leaders’ advantages)

Experience across Fraud & Scams Operations preferred

Understanding of Real Time Management Fundamentals

Understanding of overall business processes, support systems and tools including WFM and AOM practices

Ability to utilise business metrics to manage operations and drive efficiency

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: