Customer Service & Operations (CS&O) Graduate Program
What you can expect
We are the “engine room” of the group, responsible for solving the complex needs of our customers. Our program will help you to develop your project management, operational and critical thinking skills, whilst allowing you to bring your fresh perspective and ideas to the ways in which we support our customers now and, in the future.
You will understand the root cause of customer issues and will help us solve those problems through transformation of our processes and systems. This program will give you a behind the scenes tour of the eco-system of the bank, and the ability to experience how all aspects of banking fit together to create great customer service.
The important information
12 month program, 3 x 4-month rotations
Locations
Sydney, NSW and Adelaide, SA
Rotation areas
Some of the areas our graduates may rotate through include the following:
Group Operations
We perform the banking operations for the Westpac group and deliver operational excellence and support for our customer facing businesses. We are responsible for the deployment of specialised capabilities to help our customer facing business identify, design, and deliver process transformation according to best practice and digital roadmaps.
Financial Crime & Fraud Prevention (FCFP)
We work to identify, manage, report, and mitigate the risk of financial crime and fraud to help keep our customers and communities safe from these acts. Fraud Operations & Complex Investigations is a critical front-line team who support our customers in their time of need when they have experienced fraud or scams.
Our Anti Money Laundering & Sanctions Operations teams are responsible for identifying and reporting risks relating to anti bribery & corruption, money laundering and more.
Our support units (Chief Operating Office, Quality Assurance & Risk, and Fraud & Financial Crime Insights) work to ensure our operation is running smoothly, with mitigated risk, to a very high standard and that our people are adequately supported in their roles.
Customer Solutions
Our Customer Solutions team play a key role in delivering on our Group Strategy and are focussed on solving problems and helping our customers at critical moments of truth. We are responsible for complaints, remediation, vulnerable customers, estate management, Customer Assist (collections, hardships, and recoveries) data analytics and remediation advice.
These critical customer moments might be where we have made a mistake, or where customers have been impacted and Westpac can help, and the service customers receive in that moment can make or break our relationship with them.
Future career opportunities
Some examples of areas where our Customer Service & Operations (CSO) graduates are now in:
- Process re-engineering and simplification
- Business Analysis & Change Management
- Program & transformation delivery
- Customer Experience and Service
- Operations
- Operational management of processes and systems
Who we want
The Customer Service & Operations (CSO) graduate program will offer you an accelerated pathway to develop your foundational skills for an exciting career in banking. We are seeking graduates with an interest in customer experience, process improvement, simplification, digitisation, and welcome graduates from all disciplines. We are looking for the future thought leaders and people leaders for our company.
What our graduates have to say
“I studied a joint Bachelor of Commerce and Arts (Majoring in Marketing and Finance) at the University of Sydney. In my spare time you’ll find me either in a Pilates class, going out for a run, skiing or going for an ocean swim!
I applied for this graduate program, as I was encouraged by the diversity the rotations were offering. The Graduate program was great at allowing me to gain experience across a number of diverse teams – before I had to make a final decision as to where I wanted to work.”
Since rolling off the program…
I work as a Senior Manager and as the Business Manager and Strategy Coordinator for the Business Lending Operations team. No day is the same as the last and this is what I love about my current role. I have oversight of everything that is Business Lending Operations related, from coordinating our team COVID response plans, ensuring our finance expectations are within target, to working on the strategic project priorities of our business – I have great diversity in my role.”
Ria, 2018 Graduate and now part of the Group Operations team
Eligibility and how to apply
We’re looking to fill our programs with original thinkers and innovators from all degrees of study. We embrace diversity, recognising the value people bring to us with their individual differences, qualities, ideas and insights.
To apply for our graduate program you must be in your final year of study of a university degree;
OR,
You can have completed an undergraduate or postgraduate degree but it must be no more than three years ago.
You also need to be an Australian or New Zealand Citizen or an Australian Permanent Resident when you apply.
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