Westpac returns 100 jobs to Australia including “dedicated voice roles”
In response to unprecedented customer demand for assistance during COVID-19, Westpac will bring back around 1,000 jobs to Australia from overseas including “dedicated voice roles” to improve the capacity of its call centre and overall resilience of its operations.
“While we have added additional resourcing to support unprecedented demand following COVID-19, and I thank our teams who have worked tirelessly helping customers, at times our response rates have been too slow,” Westpac CEO Peter King, said.
The 1,000 new roles will support Westpac’s call centres, as well as provide processing and operational assistance to functions like home lending and consumer finance.
“We plan to fill the roles with new and existing employees, with the jobs distributed across regional and metro areas,” King said.
He added that the bank will also be returning all “dedicated voice roles to Australia to enhance the capacity of our existing call centres.
“This will mean when a customer calls us, it will be answered by someone in Australia.”
According to King, bringing jobs back to Australia has been made possible with the changing work patterns in response to the COVID-19 pandemic, as well as the upgrade to its technology infrastructure over recent years.
“Together these have enabled our teams to operate effectively at home or in other locations when needed,” King said.
However, the bank will maintain its relationship with its overseas strategic partners, particularly in certain areas of technology and operations.
King said that the announcement is a further step in transforming the bank’s business and mortgage operations, helping to support local employment while reducing the risk of offshore disruption, and accelerating its ability to simplify processes through digitisation.
“Implementation will take about 12 months, allowing time to work through existing obligations with our overseas partners and to develop the best service model for the new jobs here in Australia.”