Head of Operations, PNG

Join Westpac PNG and lead end-to-end operations to deliver safe, efficient and customer-focused outcomes across Papua New Guinea.

About Us

We are a bank that’s been around for generations, helping our customers grow and prosper with their business. We are also committed to our vision: to be our customers’ #1 Bank and Partner Through Life.

As the oldest bank and first company in Australia, we have more than 200 years of continuous service to the people of Papua New Guinea. Through our unique portfolio of brands, we support and serve a vast clientele.

About the Role

Reporting to the Head of Operations, Pacific, you will lead the end-to-end operations function in Papua New Guinea, with accountability for operational performance, service delivery, risk and control effectiveness, and workforce capability. As part of the Pacific Operations leadership team, you will implement strategic initiatives, strengthen customer outcomes and build resilient operations that are compliant and positioned for future growth.

What are my key areas of focus?

• Lead banking operations across PNG, setting clear expectations for operational performance, productivity and service standards.
• Drive service excellence by achieving agreed service levels, resolving process bottlenecks and partnering with frontline teams to improve customer experiences.
• Embed strong operational risk and control practices, maintain compliance with regulatory and Group requirements, and support audits and regulatory reviews.
• Lead the local delivery of transformation, automation, simplification and standardised Pacific Operations processes.
• Build strong stakeholder partnerships and lead, develop and engage a high-performing Operations team with a culture of accountability and continuous improvement.

What do I need?

In order to perform this role successfully, you should have:

• Essential: Significant experience leading banking or financial services operations.
• Essential: Strong understanding of operational risk, controls, regulatory obligations and service delivery.
• Essential: A proven record of delivering operational transformation, process improvement and efficiency outcomes.
• Essential: Experience leading large teams and driving performance through leaders.
• Essential: Strong stakeholder management skills, including engagement with executives, regulators and auditors.
• Essential: Ability to operate effectively in a complex, matrix environment.
• Desirable: Experience working in Papua New Guinea, together with a relevant tertiary qualification in Business, Commerce, Finance or a related discipline.

What’s in it for me?

Playing a significant part in the future of the business, your career development is important to us. We will provide a platform that allows you to keep learning and growing, backed by a fantastic team of people within a can-do, supportive structure. Along with this, you will access benefits in banking, wealth and insurance offers in the market.

What’s it like to work there?

We are a bank that aims to provide a supportive working environment with a phenomenal corporate culture. We value diversity and inclusion, and we’re proud to provide a working environment with opportunities and flexibility for our team. Being part of the Westpac Family means you’ll be part of a culturally diverse team that’s been around for over 200 years.