**Sydney, NSW**:
- **Permanent shift work**:
- **Work across a 24/7 x 365 roster
**How will I Help?**
Group Protective Services is part of the Corporate Services (Division) which provides services to the Westpac Group in the areas of Group Property, Group Procurement and Partnerships and Group Protective Services (GPS).
GPS purpose is to protect Westpac Group employees, business operations and customers by developing a world class Protective Services function that enables the Group to best protect its employees, business operations and customers in the event of an incident or crisis.
This role reports to the Senior Manager WIRC and plays a critical role in ensuring the physical safety of Westpac employees, customers, and assets through alarm monitoring, triaging incidents, and responding to calls for assistance 24 hours a day/ 7 days a week/ 365 days a year.
As an Incident Response Team leader, you will be a responsible for day-to day management of people, processes, and systems to meet customer service and operational performance levels in place for the team. You'll also
- Support the implementation of the GPS-strategies, services levels, and metrics
- Support the management and maintenance of rosters ensuring GPS can meet workloads and customer service standards.
- Proactively collect client feedback in relation to GPS performance
- Provide 2nd line resolution support to Incident Response Consultants
- Participate and help lead daily performance huddles and weekly team meetings to drive results, communicate objectives and manage operational performance to meet performance and service level agreements
- Prepare daily performance reports for the Senior Manager WIRC on shift's performance against performance criteria
- Manage customer queries that fall outside business-as-usual processes
- Manage and track the performance goals of the teams you lead
- Support the development, training, and continuous improvement of the GPS
**What's in it for me?**
You'll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.
**What do I need?**
- Minimum of 5 years people leadership experience
- Proven ability to lead teams in dynamic 24X7 working environment
- Minimum of 3 years leading teams in a call centre or operations centre environment
- Demonstrated ability to drive results
- Demonstrated ability to d lead a high performance, customer focussed team culture
- Excellent listening, written and verbal communication skills
- High-level of interpersonal skills and a proven ability to engage with internal and external business stakeholders and vendors
- Ability to constructively challenge stakeholders
**What is it like to work there?**
We aim to provide one big, supportive team of people who love helping others succeed. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we're proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.
**How do I Apply?**
Start here. Just click on the **APPLY **button