To become number one for customer service
Westpac Performance Consultant Why Westpac Westpac is Australia's oldest bank and company, one of four major banking organisations in Australia and one of the largest banks in New Zealand.
We provide a broad range of banking and financial services in these markets, including consumer, business and institutional banking and wealth management services.
About the role The Lead Performance Consultant is a key role within our internal business performance academy, responsible for partnering with stakeholders to identify and qualify performance gaps, design and implement performance management strategies, and drive organisational effectiveness.
They leverage systems thinking to understand the organisation's business strategy, analyse performance data, and work with our capability design, build, and delivery teams to inform the development of solutions that align with and support the achievement of strategic objectives.
Key objectives of this position include: Identifying performance needsAnalysing performance gapsInforming and collaborating in the design of solutions addressing identified gapsOverseeing the quality of initiatives aligned to organisational needsEvaluating effectiveness aligned to performance requirementsWhat's in it for me? You'll play a significant part in 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 do I need? To be successful in this position, you will have a keen understanding of Business Banking, including a deep intuition for best practice relationship banking, risk management, customer experience, and leadership practices.
Your practical experience in sales effectiveness or business optimisation will help you find innovative solutions to often complex problems and will be underpinned by a bachelor's degree or higher in relevant fields such as Business Administration, Education, Training and Development or a related discipline.
It will be highly desirable to have experience in learning and development, instructional design, performance consulting, or related roles.
You should possess a diverse skill set including:
Analytical skills: Ability to source and assess data and metrics to identify trends, inefficiencies, and opportunities for improvement.Financial Acumen: Understanding financial principles and banking products and systems to provide relevant advice and strategies.Consulting Skills: Proficiency in stakeholder engagement, including building relationships and understanding clients' needs.Problem solving: Strong capability to devise innovative solutions to complex challenges faced by businesses.Communication Skills: Excellent verbal and written skills for presenting findings and recommendations clearly to diverse audiences.Industry knowledge: Deep understanding of the banking sector, regulations, and market trends impacting business banking.Customer Focus: Commitment to understanding and enhancing the client experience, tailoring solutions to meet specific business needs.Knowledge of learning theories and practices: A solid understanding of adult learning principles, instructional design methodologies, and learning technologies is essential for designing effective learning solutions.What you'll be responsible for: Adoption and Success Management: Support customers in gaining value from the product/service, including check-ins, training, addressing blockers to adoption, and providing best practice advice.
Customer Query Handling: Serve as the subject matter expert for the product/service, address customer questions, and facilitate requests that need to be actioned by internal teams.
Implementation and Onboarding: Manage the timely setup and implementation of product/service to help customers meet their goals and drive product adoption.
Skills you'll need: Prioritization: Compares and ranks the relative importance and/or urgency of different tasks to identify the best order of actions.
Flexibility: Copes with changes and ambiguity in varying circumstances and can adapt behaviour effectively.
Problem solving: Identifies problems and develops logical solutions that address the problems.
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