Description What’s the role? We’re seeking an Operations Manager – KYC Outreach to lead a group of Team Managers across four KYC Outreach functions. This role is accountable for the end-to-end operational delivery of KYC Outreach activities, including Enhanced Customer Due Diligence (ECDD) for low to extreme risk customers. You will ensure work is delivered in line with regulatory obligations, internal policy standards, and service level expectations, while continuously improving process efficiency and control effectiveness. You’ll provide oversight across performance, investigation, and quality assurance, driving quality outcomes, uplifting controls, and ensuring fair, timely, and consistent customer experiences. Collaborating closely with stakeholders across Financial Crime, Risk, and the broader bank, you’ll provide leadership, operational oversight, and strategic direction to uplift capability and maintain robust defences against money laundering, terrorist financing, and other financial crime risks. What do I need? You’ll bring demonstrated experience as a leader of leaders within KYC, financial crime, or a similarly regulated operational environment. You’re comfortable leading through complexity, managing competing priorities, and guiding teams through fast-paced, high-volume workloads. Experience in customer-facing or contact-centre environments is highly regarded—particularly where you’ve supported complaint frameworks, change management, operational priorities and interactions involving vulnerable customers. Proven experience leading leaders , building capability, coaching performance, and setting clear expectations Strong people leadership fundamentals , including performance management, development planning, workforce planning, and supporting team wellbeing Establishing effective operating rhythms and capacity models that keep teams aligned, high performing, and responsive to demand Demonstrated experience leading or contributing to projects, remediation, and transformation initiatives , balancing change delivery with business-as-usual operations Confidence representing KYC Outreach in senior forums , providing clear, data-led insights, influencing outcomes, and navigating competing stakeholder priorities 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: Ongoing special offers on banking products and discounts from top brands, including generous employee-only mortgage rates! Continued 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 .
