Types of roles
Take a look behind the scenes of Westpac. We're a lot more than just branches and call centres. We have over 30 business units who all work together to serve the needs of our 8.2 million customers in Australia and abroad.
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Administration
The roles of team assistants, office assistants, administration assistants, personal assistants and executive assistants are to provide a wide range of professional operational, administrative and business support to the Business unit's Head and team members. The core activity is the efficient and effective coordination of the office function including planning, administration systems and relationship management across internal and external business partners.
These roles require a diverse skill set of business competencies and personal skills. Goals vary depending on the business unit's needs, and can range from identifying potential business opportunities and risks or problems, to effective diary and event management.
Our administration team work to foster an energetic environment and require a thorough knowledge of the systems, situations, pressures and cultures inside and outside of Westpac.
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General Insurance
BTFG offers a wide selection of general insurance products that provide protection for consumer, high net worth and small business customers. Our insurance operations underwrite home, contents, landlords, personal loan protection, and credit card repayment protection, and manages arrangements with external providers for additional insurance products.
General Insurance comprises:
- Home and Contents Underwriting & Claims
- Loan Protection Underwriting & Claims
- Distribution & Aggregated Products/Business Development
- Business Operations
Products are sold through Home Finance Mangers, bank branches, call centres, relationship banking, business direct, private banking and online. More than a million customers now hold a BTFG General Insurance product.
Life Insurance
The Life Insurance business unit supplies risk insurance products to the Westpac Group customer base. Our goal is to deliver the highest quality products to meet individual requirements and achieve the best outcomes for each of our customers.
We are responsible for completing the underwriting assessments for applications, assessing claims against policies and maintaining client records. Our focus is on maintaining a superior customer experience, providing guidance and navigation through what can sometimes be difficult and challenging life circumstances.
The insurance products offered by the business include:
Direct
- Mortgage Secure
- Estate Plan
- Westpac Well
- Future Cover
- Accidental death
- Bill Cover
Retail
- Term Life
- Term Life Super
- Living Insurance
- Standalone Total & Permanent disability
- Income Protection Plus
- Business Overheads
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Marketing
What most companies call the marketing department, we call 'Customer Experience', and we have organised ourselves and our resources in a way that best equips us to understand and meet the needs of our customers.
Customer Experience is about understanding our customers, developing products and offerings to meet their needs, and identifying the areas of greatest potential to improve the service we provide. We have a number of areas of functional expertise:
- Market research and market analysis
- Customer value proposition and strategy development
- Service strategy
- Brand strategy and advertising
- Customer analytics, customer relationship management and direct marketing
- Customer Centred Design
As a group, we work together in a fast paced, highly collaborative team environment to support BTFG in achieving its customer focus strategy. We employ best practice marketing solutions, always with the customer's needs paramount.
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Information Technology
Information Technology (IT) helps raise customer service levels across our branches, call centres, ATMs, EFTPOS, the dealing room and other areas of the bank. The group drives change throughout the network, enabling and supporting the business.
The main areas we service are:
- Wealth management (financial services and funds management)
- Business and technology solutions and service (operations, IT and corporate services)
- People and performance (human resources)
- Finance and accounting
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Investment Management
BT Investment Management provides investment solutions for a diverse range of large investors including superannuation funds, insurance companies, government authorities, charities, universities and other institutions. BT also offers a comprehensive range of wholesale funds which are designed to be included as investment options on the menus of master trusts and wrap platforms.
BT Investment Management offers these clients access to an extensive range of managed investments and discrete portfolios across all major asset classes – Australian and international equities, fixed interest, listed property and alternative investments such as commodities and hedge funds – which combine BT's capabilities with the expertise of our external investment managers.
BT Investment Management international investment capability is enhanced through our alliances with globally accredited managers. We apply a rigorous selection process to all investment partners, and only select those organisations with a recognised competitive advantage in the management of international asset classes. Our international investment capability covers Global Equities, Global Property, International Fixed Interest and Global Alternative Investment strategies.
BT Investment Management includes a team of professional business development managers who work closely with clients to provide strategic investment solutions, and a dedicated client service team. The teams also work closely with asset consultants, research houses and dealer groups to provide them with information they need to analyse and evaluate our funds.
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Legal
Our expert Legal team provides our business units with legal advice on financial products and services, developments in the regulatory environment and industry issues. The team is made up of a series of specialist practice groups that work closely with the business and who partner with external legal firms when the need arises.
There are more than 100 people in the team. They come from a variety of backgrounds and specialisations but they're all working together for the same client. It's a solid team effort that challenges both their legal and business intellect.
They're working with the business, not just on it. And they all have the same goal in mind, to add value to our business, our customers and our stakeholders.
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Group Risk
Group Risk is the team that drives enterprise wide risk culture, frameworks and decisioning for maximum performance in line with risk appetite. Effective risk management sets us apart from our competitors and gives us the edge we need to be a market leader.
Our purpose is to make risk-taking a competitive advantage, deliver better solutions for customers, protect and grow earnings, and build shareholder value. Our core principles guide us in forming the best solutions for risks that arise and in exercising good governance of our activities.
There are three main areas in Group Risk:
- Enterprise Risk Analytics - analyses Westpac's credit portfolio
- Group Operational Risk - monitors the risk profile of the businesses and allocates capital for this risk type
- Group Market Risk - monitors the trading activities of the Institutional Bank
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Contact Centres
Westpac uses our call centre (or contact centres) capability for both sales and service – our customers can ring us with requests ranging from checking an account balance to arranging a mortgage or business loan.
We have four large contact centres in Perth, Brisbane, Launceston and Adelaide as well as smaller sites around the country.
Roles in contact centres include manager, team leader, customer relationship consultant and business manager.
The focus is on a commitment to an outstanding performance in satisfying the needs of customers who choose to contact us by phone.
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Financial Planners
BankSA, St.George, and Westpac Financial Planning help people achieve their financial goals through expert advice, proven strategies and access to a wide range of investments from different fund managers.
Our Consumer Financial Planners provide financial advice to personal investors on retirement planning, life insurance, borrowing to invest, and superannuation strategies.
Our Business Financial Planners advise companies on employee superannuation, investments, cash flow management, insurance, finance and capital.
Both the Consumer and Business Financial Planners are supported through leading edge technology, tools and resources in these areas:
- Induction and ongoing career development
- Technical strategies
- Product and research
- Coaching
- Practice development
- Marketing
- Para Planning
We offer a full career path for people who are passionate about delivering high quality financial advice, from being an entry level financial planner to running your own practice. We are also continuing to invest in building the support, the services and the environment that will attract the right financial planners.
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Operations
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.
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Finance
The finance area of Westpac is an integral part of the bank. It covers everything from operational accounting, statutory reporting, analysis of expenses and revenue, to providing solutions for business units on strategy, risk and tax accounting. It's our responsibility to maintain internal budgetary control, protect the bank from loss and drive shareholder returns.
The finance team seeks to optimise Westpac's financial and capital structure to assist in maximising returns to shareholders.
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Communications
This team focuses on enhancing, creating and maintaining relationships between the bank and our internal and external stakeholders.
Externally we aim to maintain and improve BTFG's good reputation and to positively position us in the market, amongst our people and in the wider community. We also have a central role in ensuring BTFG's strategy, mission, vision and values are communicated and widely understood by all our stakeholders.
Internally this team provides a range of communication services to people leaders across the organisation to help them achieve their business objectives through effective engagement of their people. We help employees understand how what they do helps the overall purpose of the group. Our team works closely to ensure all internal communication is integrated with common meaning, language and context.
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Private Banking
BankSA, St.George, and Westpac Private Banks offer exclusive and individualised banking, investment and wealth management services and products to the high net worth clients throughout the Westpac Group's client base of ten million.
These high net worth clients often face complex decisions around the best way to protect and grow their wealth, how to structure their investments or borrowings, or how to balance competing business or wealth demands. They need expert advice from someone they can trust who has a clear and deep understanding of their financial situation and their wealth needs at their stage in life. And this trusted adviser is their Private Banker: the key relationship builder for this highly personalised service arm of our banking and wealth management businesses.
The Private Banks work at the intersection of the Westpac Group and its wealth management arm, BT Financial Group. It is therefore uniquely positioned to offer high net worth clients a very broad range of products and services that can be specifically tailored for high net worth clients. From something as simple and as vital as daily banking needs, through to flexible lending arrangements, managed funds, shares and super, or more sophisticated investments such as structured products, hedge funds and direct infrastructure investments.
A hallmark of private banking is providing dedicated personal service. At Bank SA, St.George and Westpac Private Bank this is delivered by a team of proactive private banking professionals. Private Bankers help a client decide things like how much to borrow, when to invest, how to structure their dealings and in what country. The range of products extends beyond BT and Westpac to include high quality offerings chosen from around the globe.
As well as the client's Private Banker, there are vital roles in the wider private bank support team, such as Assistant Private Bankers, as well as specialists across BTFG and Westpac that can be called on to ensure the client's financial needs are met. These partners include business banking specialists, institutional bankers, investment managers and strategic financial planners.
Find out more about BankSA Private Bank
Find out more about St.George Privae Clients Bank
Find out more about Westpac Private Bank -
Compliance
Compliance is simply about doing the right thing. With a strong focus on trust, procedures and ethics, the compliance team works to preserve and enhance Westpac's reputation, one of our most important assets.
We make certain that the correct balance is maintained between meeting customer needs and community expectations, as well as between commercial and management pressures to perform. These are vital elements that contribute to Westpac's mission to be the number one service organisation in our industry.
Compliance supports the Bank's mission by:
- Ensuring we are all fully trained
- Providing our customers with products and services that meet their needs
- Making sure that our customers understand the products and services that they are purchasing
- Ensuring that our customers do not feel pressured to purchase our products and services
The compliance team works with our business units to determine risks, priorities and solutions arising in relation to legislation, regulatory policy statements, industry codes of practice and organisational standards.
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Financial Planning Services
Financial Planning Services (FPS) supports BTFG's Financial Planning network. We achieve this through the provision of quality services including practice development, technology, paraplanning, compliance, product & research, technical services, marketing and communications.
The FPS division sits within BT Financial Group (BTFG) and Business & Consumer Banking, giving you 'the best of both worlds' by working with both the wealth management and retail banking divisions of Westpac. The team supports our Financial Planners in the provision of quality advice, to build Australia's leading financial advice business.
Westpac has specialist financial planners who provide financial, insurance and investment advice to business owners and managers of companies of all shapes and sizes. They have both the experience and training to offer well-thought out, customised solutions tailored to customers' needs.
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Third Party Distribution
Third Party Distribution (TPD) works with our external partners – which range from brokers to financial planners – to generate lending business for the bank.
It is made up of four core business units:
Home Loan Partnership
This is a specialised home loan origination and distribution channel. Our Home Finance Managers work with selected external referral partners, such as financial planners and accountants, to generate home loan referrals.
Franchise
Home Loan Partnership also manages the franchise segment of TPD. The business maximises Westpac's share of the franchising market by developing profitable relationships with franchisors, providing referrals and expert advice to Business Banking sales people; and also providing input into Westpac's franchising policies and systems.
Mortgage Brokers
All business whether it is mortgage or business lending is generated from our liaison with brokers who submit the loans directly. Westpac managers provide training and support to the brokers to ensure they are consistently able to deliver a superior customer experience.
Westpac Equipment Finance
This is the broker channel which offers a range of business and equipment finance options to allow customers to free up valuable working capital. Their role is to drive sales and provide support across the bank.
Our philosophy and culture
Common to all of BT Financial Group’s businesses is a philosophy to place the customer at the centre of everything we do.
