What’s the role?
As Senior Manager, BT Complaints, you will lead the end‑to‑end complaints function across Internal and External Dispute Resolution, ensuring fair, timely and high‑quality outcomes for customers. The role is responsible for operational performance, people leadership, risk and compliance, and continuous improvement. You will coach and develop leaders, oversee complex complaint handling, and ensure adherence to regulatory requirements and standards. By analysing complaint insights and driving systemic remediation, you will strengthen customer outcomes, uplift capability, and support a strong risk and service culture across BT.
What do I need?
* Proven leadership experience, ideally within complaints or case management environments.
* Strong technical expertise across Superannuation, Insurance and Investments, with the ability to apply sound judgement to complex and high‑risk complaint matters.
* Demonstrated operational acumen.
* A well‑developed risk and compliance mindset.
* Exceptional written and verbal communication skills.
Why join us?
We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:
* Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
* Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
* Tailored learning and development opportunities to help your grow your career within the bank.
* Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives
Create your future today
To get started, simply click on the APPLY or APPLY NOW button
We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.
If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the \"People with Disability and/or needing Accessibility Requirements\" page on our website.