Back to: Meet our people

Operations perform the back office processing functions for Westpac. We support the consumer and wholesale businesses and the Financial Markets, Corporate Finance and Treasury teams across Australia and New Zealand.

Our objective is to deliver an end-to-end customer experience enabling our people to better service our customers. We look after the behind-the-scenes processes of the bank and are constantly striving to improve them.

Operations is organised into six areas:

• Loan Originations – originate business loans and include the Business Loans Centres, Property Finance, Equipment Finance, National BLO support, Debtor Finance and Sales Support Units
• Unsecured Lending Originations – originate unsecured products (cards and personal loans)
• Collections – partner with our customers who are in financial difficulties in order to help get them back on track and minimise any financial loss to the bank
• Pinnacle – a program designed to re-engineer our credit and lending processes to make them more customer focused and efficient
• International Operations – services a wide variety of products across all customer segments through support of Westpac Institutional Bank and Product & Process in London, New York, Tokyo, Hong Kong, Singapore, Australia and New Zealand
• Transaction and Unsecured Lending Operations – focuses on transaction accounts and services that are at the heart of our relationship with the customer including businesses and individuals with transaction accounts and merchants

Janine Woolbank
National Manager Sales Support, Sales Support Unit
Business & Technology Solutions & Services

"The home loan volume is very heavy and steadily increasing. Every deal is detailed and time consuming, but our objective is to process each loan as quickly and efficiently as possible. We're always looking at what's ahead in policies and procedures to find new ways to benefit the customer. Each customer's deal is different which offers variety every day. Buying a house is a big step and I like knowing that I'm part of the process, that what I do brings joy to the customer."

Brett Jones
Manager
London & New York Wholesale Operations

"The amount of money we deal with is high value - you can process $300 - 400 million dollars in one payment. However you cannot worry about that, you've got to remain focused on the process, not the actual money involved. There are rigid processes to be followed with strict controls in place. We work with dealers in New York and London. You build good long-distance relationships and develop a strong rapport, it can also make it easy to find roles in the same market overseas whilst travelling, if that's your goal."