Executive Manager, Quality Westpac Banking Corporation, Adelaide, Australia
Opportunity to join Westpac's Quality Assurance Team Established career path and progression opportunities Adelaide based permanent role Job Description As the Executive Manager, Quality Assurance (QA), Business Controls & Monitoring, you will lead a Team of QA professionals and be responsible for the execution of QA controls and processes for Customer Solutions. Specifically, this role supports Customer Assist within Customer Solutions. This role will also be responsible for identification and delivery of optimisation initiatives and workforce planning across QA Centre of Expertise.
You will play a key role in supporting the Customer Solution Leadership Team in building strong risk culture, increasing operational teams' capabilities, provisioning of relevant and insightful reporting on results of QA outputs relating to customer experience, business performance and compliance while delivering great customer outcomes.
You will also: Lead a team of QA professionals to execute QA controls and processes for Customer Solutions (CS). Provision scheduled insightful reporting to the CS leadership on results of QA outcomes relating to customer, performance, and compliance. Drive excellence in QA services and ensure alignment with CS strategies, projects, and objectives. Maintain green SLAs, KPIs, and productivity outputs. Manage the QA Team with cross-skilling and resource allocation. Deliver timely reviews, impact assessments, and feedback on changes affecting QA controls. Manage an effective control environment for QA processes. Build strong cross-functional engagement practices. Partner with senior stakeholders to educate and embed strong risk management practices. Contribute to the development of QA frameworks through delivery of proposals and advice. Identify opportunities for development and optimisation of QA processes. Drive alignment in practical QA process execution across processes. Support capability growth and development of the QA team professionals. Promote the capability of QA and seek to expand the service offering. What's in it for me? Inspiring teams and unexpected opportunities. Plus, the backing and great benefits from one of the most refreshing employers in Australia.
What do I need? 10+ years of experience in Quality Assurance or similar customer-centric Senior Management roles. Experience in supporting senior leadership teams in delivery of strategic initiatives. Experience in workforce planning and project management advantageous. Strong stakeholder management, communication, and influencing skills. Prior experience building and leading high-performing teams. Relevant tertiary qualifications. Strong knowledge of applicable regulatory requirements. Strong analytical skills with the ability to interpret data. Proven track record in process optimisation and automation. How do I Apply? Start here. Just click on the APPLY button.
At Westpac, we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces.
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