Virtual Manager

Job description

Create your best future and join Westpac as a Virtual Manager, Virtual Service . What’s the role?: This is a full-time, permanent position based at our Launceston site – Lomond. The Virtual Manager, Virtual Service is a pivotal leadership role supporting the delivery of our group vision through exceptional service, strong people leadership and operational excellence. In this role, you will lead a team of Westpac Moments Specialists within Virtual Banking who support frontline teams with first-point escalations, customer complaints/vulnerabilities and complex service enquiries. You will be responsible for leading a multi-site specialist team to deliver outstanding, market-leading service across a range of digital and virtual channels. The team plays a critical role in the business by combining exceptional service with deep knowledge across a broad range of topics, providing real-time support to bankers while they are assisting customers and taking ownership of escalations where appropriate. You will work closely with leaders across the Westpac Virtual Banking network and partner with frontline teams and key business stakeholders to ensure customers feel heard, supported and well ser...