Australia Job Openings
Westpac Group
Executive Manager, Quality
FULL TIME
November 8, 2024
- Opportunity to join Westpac’s Quality Assurance Team
- Established career path and progression opportunities
- Adelaide based permanent role
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:
Your responsibilities include leading a team of QA professionals to execute QA controls and processes for Customer Solutions (CS). This role, in accordance with the established QA Frameworks, supports the CS Leadership in managing the quality of their process outcomes, capability uplifts as well as provisioning of insights into the level of compliance of those processes with relevant policies and standards as well as customer outcomes. In addition, the core accountabilities of the role include:
- Provisioning of scheduled insightful reporting to the CS leadership on results of QA outcomes relating to customer, performance and compliance. This includes proposing recommendations as well as built and maintenance of robust action tracking mechanisms
- Driving excellence in QA services offered and ensuring alignment with CS strategies, projects and objectives. This includes designing appropriate strategic solutions that align with CS delivery objectives
- Maintaining green SLAs, KPIs and productivity outputs. Creating efficiency gains and continued uplifts in quality scored as well as driving incremental removal of manual activity, focusing on process simplification and digitization
- Agile management of the QA Team which includes cross-skilling and allocation of resources based on needs as well as being responsible for motivating and developing the team
- Timely delivery of reviews, impact assessments and feedback on any changes affecting QA controls and QA process execution
- Managing an effective control environment for QA processes which includes monitoring and assessment of the adequacy and strength of those controls
- Building strong and sustainable cross-functional engagement practices and operating rhythm between the QA Teams, CS Teams, Risk and Compliance Functions and others
- Partnering with senior stakeholders to educate, uplift and embed strong risk management practices and risk culture
- Contributing to the development of QA frameworks through delivery of proposals and advice supported by facts and data with clearly defined impacts and benefits
- Partnering with senior stakeholders to actively seek optimisation and simplification opportunities within existing QA processes across Customer Solutions
- Identifying opportunities for development and optimisation of QA processes and assisting with delivery of innovative process solutions, their design, cost/benefit calculations and implementation of those initiatives
- Develop and manage well designed and agile workforce planning framework across Quality Assurance COE
- Driving alignment in practical QA process execution across processes supported by QA Centre of Expertise
- Supporting capability growth and development of the QA team professionals in helping them achieve their career goals and objectives
- Promoting the capability of QA and seeks to gradually expand the service offering
Inspiring teams and unexpected opportunities. Plus, the backing and great benefits from one of the most refreshing employers in Australia. For example, you’ll be able to have access to some of the best banking, wealth, and insurance benefits in the market, be paid well, as well as an entire suite of online learning and career planning tools so you can grow.
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?
- 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 and making critical decisions based on an understanding of how relevant factors may impact the performance of the Team
- Experience in workforce planning and project management advantageous
- Strong stakeholder management, communication and influencing skills to drive relevant business outcomes
- 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 and make data-driven decisions
- Proven track record in process optimisation and automation
For the past 200 years, we’ve been backing people, businesses, communities, and ideas. As Australia’s first bank, we’ve adapted and evolved, inspired by our customers and a genuine desire to create better futures.
Together, we’re creating better futures for all our people, customers, communities, and shareholders. This has been our enduring Purpose.
We make change happen in the community. It’s our shared vision of a safer, greener, and more inclusive world that sees us back new ideas, innovations and individuals who are creating better futures.
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, 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 orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@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 talentacquisition@westpac.com.au
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