Business Support Coordinator

Mō te tūranga | About the Role

Business Managers work as part of a regional team to deliver consistently excellent customer experiences to Business customers. It is the responsibility of the Business Manager to assist customers with their banking needs (with a focus on lending) and to ensure that the products and services used by the customer meet their needs. As a Business Manager you should also proactively meet unexpressed customer needs by suggesting other Westpac products and services that may be suitable. Responsibilities include:

Customer Experience:

Consistently focus on providing outstanding customer experiences to help position Westpac as the bank of choice for Business customers

Through your daily actions help the Business team to achieve NPS improvement targets

Take ownership for resolving day to day issues that impact the seamless delivery of Business products and services

Courage to challenge policies and procedures that don’t support best customer outcomes

Work with business partners across WNZL to ensure best customer outcomes and advice are consistently delivered

Contribute to process improvement initiatives that help to improve the experience of Business customers

Ensure your customer activity is high quality and enables you to identify growth and retention opportunities

Complete ICE Business Profiles to ensure the capture of relevant information that helps enhance the overall customer experience

Performance Disciplines:

Focus on the disciplines of execution and doing what you say you will do

Take ownership for lending requests for Business customers – both new and existing

Maintain a diligent approach to pricing

Produce accurate and concise credit submissions which demonstrate a sound understanding of lending policies and procedures and the customers business.

Contribute to the performance of Business through balance sheet and market share growth

As required contribute to building the external profile of Business in the NZ market

Proactively contact Business customers to increase retention

Industry champions are required to engage with the wider Business Bank team on a regular basis to bring industry insights back to share with people and customers

Contribute positively to team meetings and support colleagues as required by sharing knowledge and best practice

Risk Management:

Comply with all credit policies and underwriting standards and build a strong working relationship with Credit.

Ensure all workplace policies and procedures are complied with to meet regulatory and legislative requirements

To ensure our market practices demonstrate ethical standards so that they way we operate reflects WNZL’s commitment to being an ethically conscious organisation

Ensure you are familiar and always comply with Westpac’s health and safety policy and procedures, including recording and reporting all hazards, discomfort, accidents or incidents

Maintain a disciplined approach to customer record keeping helping evidence adherence to process and regulation

Where required take ownership to escalate and resolve risk issues that impact Business Banking

Maintain strong disciplines around recording and escalation of customer complaints and seek management assistance where required

Ensure all risk review / exception reporting is followed up in a timely manner

Nā tāu rourou | What will you bring?

Comprehensive understanding of Business customers and their needs

Knowledge of the financial services industry, including 3+ years banking experience, preferably within a Business Banking environment

Sound knowledge of Westpac’s products and services, particularly the ability to structure complex business lending deals

Solid understanding of pricing, compliance, credit risk and security documentation and ability to interpret business financial information

Proven ability to build relationships with customers and a reputation for delivering excellent service

Highly developed business acumen which translates into the ability to represent Small Business in a professional manner

Well-developed negotiation skills

Excellent oral and written communication skills

Experience engaging with business partners across the wider bank

Ability to take ownership to act independently within agreed frameworks

Ability to build networks both internally and externally and communicate with confidence

Tertiary qualification preferred

Skills

Advice and consulting

Business acumen

Collaboration

Negotiation and persuading

Problem solving

Pro-active risk management

Ethical decision making and judgement

Ko mātou tēnei | Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei! | Apply Now!

Apply today with your CV and Cover Letter.

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodivergent, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close:

21 October 2026