AddressWhy Join Us?
- Support the Personal Loans team in rectifying product governance and risk matters, while continually improving our product sets to meet customers' expectations.
- Drive quality and speed in incident resolution and facilitate remediation to achieve our business ambition of becoming Australia's way to pay and borrow.
- Hybrid work from home and Sydney head office (2 days)
The Team
This role exists to support the Personal Loans team to rectify product governance and risk matters, while continually improving our product sets so that they meet our customers' expectations, ensuring that our products and services are working to design.
Success will be measured by the quality and speed by which we solve incidents/issues, and facilitate remediation, and be able to continually find solutions to make our processes better for our customers so that we achieve our business ambition to become Australia's way to pay and borrow.
The Role
As the Senior Product Quality Manager, your key responsibilities include:
- Leading rectification and remediation of Personal Loans incidents and issues.
- Developing a deep understanding of the Personal Loans value chain and driving improvements.
- Acting as the Product Owner for change initiatives and driving tangible outcomes.
- Leading stakeholder engagement and providing updates to regulators.
- Contributing to the Consumer Finance strategy, particularly in Personal Loans, to drive business goals and achieve medium to long-term outcomes focusing on product quality and risk.
Major Accountabilities
- Independently working to understand customer and business challenges.
- Engaging stakeholders and ensuring they are kept informed.
- Identifying and mitigating potential risks.
- Leading change initiatives to completion.
- Acting as a subject matter expert for process re-engineering.
- Leading remediation initiatives to address customer needs and eliminate business risks.
- Providing support and guidance to Product Quality Managers and the business.
Competencies:
- Highly attuned with a strong desire to understand and solve problems.
- Attention to detail and ability to think outside the box.
- Proactive self-starter with strong writing skills.
- Ability to use data to create meaningful insights.
- Strong relationship-building and persuasion skills.
- Comfortable with ambiguity and able to deliver outcomes in a changing environment.
- Well-developed leadership skills.
Knowledge and Experience:
- 5-10 years' experience in the Financial Services industry, preferably in Product Management, Operational, Projects or Business Analysis.
- Demonstrable track record in optimizing processes and improving customer experience.
- Strong knowledge of consumer credit market, products, and regulatory frameworks.
- Experience in service design and/or exposure to customer journey frameworks is advantageous.
What is it like to work there?
We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As well as competitive remuneration and a great culture, joining the Westpac family means you will get some of the best banking, wealth, and insurance benefits in the market.
We back our employees by helping them work towards industry-recognized qualifications, using online learning, training modules, and career planning tools for you to grow with us. We will even pay you to do volunteer or community work.
As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.
How do I apply?
Start here. Just click on the APPLY or APPLY NOW button.
At Westpac, we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces, branches, products, and services for our customers, employees, and community. 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 disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email ***************@westpac.com.au.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call 1800 655 592 Option 2.3 or email ***************@westpac.com.au.
