‘It is risky to send this information’: Westpac under fire for moving 190 Aussie jobs overseas

Changes in the banking sector can have far-reaching effects, especially when they involve shifts in workforce strategy and customer service operations.

A recent decision by one of Australia's major banks has sparked concerns among employees and industry representatives.

Workers and union officials have warned of potential risks for customers and data security.


Westpac’s decision to move nearly 200 customer solutions roles overseas sparked backlash from the workers’ union, which warned of potential risks for customers.

The major bank announced that 190 positions in South Australia and NSW would be relocated to the Philippines.

This decision came just months after assuring shareholders that the company was in ‘very good shape.’


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Westpac under fire for offshore job cuts. Image source: Getty/Brendon Thorne/Pexel/Jeson Cabilic


The decision followed Westpac’s recent report of a $1.7 billion quarterly profit, despite a 10 per cent decline in earnings.

Less than a year ago, the bank had already transferred 130 roles to offshore locations, including 62 positions in its risk department.

Finance Sector Union National Secretary Julia Angrisano criticised the move, questioning how it aligned with Westpac’s claims of ‘growth and success.’

‘Westpac made $7 billion in profit in the last financial year, a result the CEO said would “set Westpac up for growth and success.” Is this what “growth and success” looks like for Westpac workers?,’ Ms Angrisano said.


The union raised concerns over customer data security, warning that outsourcing skilled banking roles posed significant risks.

‘These are skilled bank workers managing complex commercial relationships and sensitive information,’ Ms Angrisano said.

‘Our members who work at Westpac have told us about their concerns not just for their own jobs, but for customers and the security of their data.’

A Westpac spokesperson responded by highlighting that the bank employed more than 30,000 people across Australia.

‘From time to time, we change the way we operate and this can impact some roles and responsibilities,’ the spokesperson said.

‘When this happens, we work closely with employees to provide tailored support and assistance with career transition.’

'We try to keep as many employees in the Westpac Group as we can, through retraining and redeployment.’


The union said it had reached out to both the NSW and SA state premiers, urging them to intervene.

Workers expressed fears over how sensitive financial data would be handled offshore.

One employee, who wished to remain anonymous, described the decision as risky.

‘It is risky to send this information to Manila,’ the worker said.


Another employee said they were shocked that their role was being outsourced given the complexity involved.

‘I never thought this role would have been outsourced to an offshore “partner” given the complexity and compliance risks associated with the complex accounts we work with,’ they said.

‘Given the sensitivity and risk associated with the kinds of accounts we manage, it’s clear that Westpac hasn’t considered the risk this poses to customers, shareholders and staff,’ another worker added.

‘This will have a detrimental impact on Westpac’s reputation and credibility in the market, it is risky to send this information to Manila!’

Key Takeaways

  • Westpac is relocating 190 jobs to the Philippines despite a $1.7 billion profit.
  • The Finance Sector Union warned of risks to customer data and criticised the move.
  • Westpac defended the decision, citing workforce adjustments and employee support.
  • Employees fear data security issues and damage to the bank’s reputation.

With Westpac shifting more jobs overseas, what impact do you think this will have on customers and the banking industry? Let us know your thoughts in the comments.
 
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My first concern when I started reading the article was customer security. If I had any accounts with these money grabbing leaches I would be at the bank today and transferring my accounts to another instution.
I went to the Newcastle Building Bank years ago after customer issues with this bank and have never been happier
We need to protect Aussie jobs rather than placing profit above people
 
My first concern when I started reading the article was customer security. If I had any accounts with these money grabbing leaches I would be at the bank today and transferring my accounts to another instution.
I went to the Newcastle Building Bank years ago after customer issues with this bank and have never been happier
We need to protect Aussie jobs rather than placing profit above people
These big banks are too focused on profits and their shareholders. Customers need to take their money to other banks and credit unions that keep the jobs within Australia and still care about their customers. Like you, I too was concerned about customer security especially nowadays with the way we are constantly under attack from scammers.
 
Will this mean that when we finally get a human being on the phone to talk to we will have to struggle with an accent we cannot understand! I often get calls from overseas sources and often cannot even understand who is phoning me! to hand up!
I'm with you. Being as deaf as I am I can't make out the accented voices belonging to the workers at businesses on the phone. A couple of weeks ago I phoned my doctor (from Burma) and receptionist kept saying he'd ring me. No amount of words from me would convince her this was useless because of my hearing. This woman kept saying "well that's the way we do it here". I got frustrated and she hung up. All I wanted was him to send a script by email, NEXT DOOR TO SURGERY.
 
Well, apart from the horrific implications of fraud etc., most of the people from the Phillipines cannot be understood when they speak on the phone and the delays over the line cause frustration and panic for many.
How can clear communication be made?
We are now closing our accounts.
 
I would certainly be closing any account I had with Westpac regardless of where I lived as you can bet your boots the practice will spread. They are clearly not looking after their customers. These banks are a disgrace as without their customers they have NOTHING and they need to remember that.
 
Westpac, not thinking of their customers, surprise surprise! Hope this doesn't affect my local Westpac employees who have been amazing for the decades that I've been banking with them!
And I guess jumping ship to another bank wont help things if they end up doing similar too!

As the article mentioned, there should be govt intervention, but guess what? They dont care about people either!!
 
Anna Bligh needs to get into action and stop banks doing this but if people start closing their accounts they will get the picture as will other banks. Amazing how this sort of news gets out and around and so it should. It's very important Westpac doesn't get away with this. Or any other bank. There needs to be a drive to bring all Australian jobs home.
 
this country is going to the dogs. No wonder Trump thinks he can just walk in and take over.
It sure is gamiry. Aust. sure needs to wake up to itself & very soon otherwise we will be taken over by that demented Trump. Use to be proud to be an Australian, but the people in charge are wrecking this once beautiful country makes me sad 😥😥
 
It sure is gamiry. Aust. sure needs to wake up to itself & very soon otherwise we will be taken over by that demented Trump. Use to be proud to be an Australian, but the people in charge are wrecking this once beautiful country makes me sad 😥😥
with you all the way Judy
 
I've been a loyal Westpac Customer for many many years.
However after reading this, I for one will be taking my accounts to a credit union.
I personally will be phoning Westpac head office and advising them of my actions, and the reasons why.
I feel phoning head office first will ring alarm bells.
After being frauded(along with many many other customers) through my Jetstar Airlines online booking account that had a pin number, I certainly don't want my personal data transferred overseas. I ended up having to take Jetstar to court to sort this out. A person even impersonated me in a live chat through the overseas call centre, the language and contents of the conversation wasn't even the way I'd speak. This evidence was presented to court and proved it wasn't me who changed my booking to be cancelled, and asked for a credit voucher which had already been used by the time I was alerted to the fact that my booking account had been tampered with.
 
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Albo /Labor creating another 190 jobs... for the Phillipines... which other bank would the people saying "change banks" want yoi to go too... take a look... they are ALL slowly doing this just less publicly exposed (sneakily) when its offshore they maintain plausable deniability and there is zero recourse against their dubious actions... jmho
 

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