Service Owner, Product Resolution & Quality - 56002 Sydney Full-time permanent Hybrid working model (2-3 days on-site) How will I help? This role sits within the Cash & Transactional Product Pricing Village, as the Service Owner Product Resolution and Quality your purpose is to deliver initiatives that drive product performance (deepening customer relationships, automate and simplify) as well as meeting regulatory/group obligations, bringing risks back into appetite and doing what’s right by our customers. You will lead a driven team to deliver projects that deliver to key product focus areas and strategy including risk, performance and governance. Develop business cases to obtain investments for strategic product programs. Run and maintain Product Governance function for LOB in line with Product and Services Lifecycle Policy. Lead, deliver and support customer remediation and response programs across BAU and COO remediation delivery. Lead crisis response including Retail Run Plan, major incident remediations, system outages and response Key Accountabilities: Product Delivery Product delivery in line with committed silver and gold milestones and investment proof points with priority focus on Risk & Regulatory, with further scope extended to scheme (initiatives, mandates, BSR) and BAU. Collaborate and collate a centralised investment submission. Responsible for managing village investment profile including but not limited to – Budget, resourcing, delivery progress and milestones, proof points and benefits realisation, escalation/blockers, and delivered risk. Product Quality Run and deliver customer remediation activity in response to incidents arising. This includes analysis, payment, governance and alignment between LOB and COO. Maintain and run Product Governance controls in line with PSL policies across the LOB. Crisis response and readiness – Review, test and uplift Retail Run Plans and CPS230, deliver customer remediation responses in line with major incidents (outages). Operational team management – Managing critical support functions include overdrawn transaction decision team and statement of work (consultants) to deliver to product strategies and outcomes 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 to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled. What do I need? Extensive experience, within a similar role level and relevant product knowledge and experience. Strong people leadership experience and a proven track record in leading high performing teams. Depth of Experience with product delivery, transformation and change. Strategic thinker, with strong analytical skills. Strong judgement, decision-making skills, planning and written & verbal communication. Proven ability to guide and influence decision making at GM/GM1 level. Practical and passionate in delivery of concepts, demonstrated ability to communicate complex ideas and concepts. What is it like to work there? We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together. As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between. We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow. As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion. Hear from some of our people and their experiences working with us. How do I apply? Start here. Just click on the APPLY or APPLY NOW button. At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisitionwestpac.com.au. Do you need reasonable adjustments during the recruitment process? We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call 1800 655 592 Option 2.3 or email talentacquisitionwestpac.com.au Westpac is committed to talent mobility and career development for our current employees, including trainees and intern program participants. People Leaders will prioritise internal candidates. Please Find Information to support you with job applications and FAQs