Opportunity to join Westpac's Quality Assurance Team Established career path and progression opportunities Sydney based – spread between CBD, Kogarah and Parramatta How will I help?
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 Complaints, Deceased Estates and Fraud & Scams Operations within Customer Solutions.
You will play a key role in supporting the Customer Solution Leadership Team in building strong risk culture, increasing operational teams' capabilities, provisioning 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). Support the CS Leadership in managing the quality of their process outcomes and capability uplifts. Provide scheduled insightful reporting to the CS leadership on results of QA outcomes relating to customer, performance, and compliance. Drive excellence in QA services offered and ensure alignment with CS strategies, projects, and objectives. Maintain green SLAs, KPIs, and productivity outputs while creating efficiency gains. Manage the QA Team, including cross-skilling and allocation of resources. Deliver timely reviews, impact assessments, and feedback on changes affecting QA controls. Partner with senior stakeholders to seek optimisation and simplification opportunities within existing QA processes. Manage an effective control environment for QA processes. Build strong cross-functional engagement practices between QA Teams, CS Teams, Risk, and Compliance Functions. Educate and uplift strong risk management practices and risk culture. Contribute to the development of QA frameworks through delivery of proposals and advice. Support capability growth and development of 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, with benefits from one of the most refreshing employers in Australia. Access to banking, wealth, and insurance benefits, as well as online learning and career planning tools.
Generous paid and unpaid parental leave for nominated primary and support carers, including leave for adoptions, surrogacy, and foster care arrangements.
What do I need?
10+ years of experience in Quality Assurance or similar customer-centric Senior Management roles with a financial services organisation. Experience in supporting senior leadership teams in delivery of strategic initiatives. Strong stakeholder management, communication, and influencing skills. Prior experience building and leading high-performing teams. Relevant tertiary qualifications. Strong knowledge of applicable regulatory requirements. Experience in development of Quality Assurance frameworks. Experience in change management and project management. Experience in control development/management, process optimisation, and automation. What's it like to work there?
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At Westpac we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces. This role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, genders, sexual orientations, cultural backgrounds, people with disabilities, neurodiverse individuals, and Indigenous Australians to apply.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disabilities and/or neurodiversity. If you require an adjustment, please call 1800 655 592 Option 2.3 or email
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