Incident Response Specialist

Mō te tūranga | About the Role

Westpac Protective Services provides trusted support across Westpac NZ, helping to keep our people, customers, sites, and operations safe. We’re looking for someone to join our Security Operations team to monitor security systems, manage incidents, and respond to requests in real time.

This role is all about staying alert, thinking on your feet, and supporting the business through all types of incidents from technical faults to security breaches. You’ll be part of a tight-knit, fast-paced team that keeps everything running smoothly across Westpac’s retail and corporate network.

Key Responsibilities include:

• Respond to security alarms and incident reports.

• Answer incoming calls and emails, providing quick and accurate help.

• Handle access requests, process guard deployments, and follow established procedures.

• Monitor and report on the performance of security systems and coordinate repairs.

• Track events through news and social media, raising anything that may impact staff or operations.

• Support access card management—setting up, updating, and revoking permissions.

• Keep systems and databases accurate and up to date.

• Help gather data for regular reporting.

Nā tāu rourou | What will you bring?

• Confident in engaging with diverse stakeholders, actively listening to their needs, and providing clear, helpful, and empathetic responses that foster trust and satisfaction.

• Able to maintain composure, think clearly, and make sound decisions under stress, ensuring service quality and efficiency even during peak times.

• Skilled at juggling multiple tasks, prioritising workloads, and staying organised to meet deadlines without compromising accuracy or attention to detail.

• Quick to learn new tools and systems with ease, and comfortable navigating multiple platforms simultaneously to support smooth and efficient operations.

• Capable of communicating ideas and information precisely and professionally, both in written correspondence and verbal discussions with customers and colleagues.

• Driven by a genuine desire to assist and support others, while being self-motivated and dependable when working autonomously.

• Naturally curious and improvement-oriented, with a proactive approach to streamlining tasks and contributing to a more effective and enjoyable workplace.

• Demonstrate consistency, punctuality, and commitment to maintaining high standards across different schedules or shifts.

Westpac Hei Wāhi Mahi | Working at Westpac

In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:

• • 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best

• • Additional purchased leave options up to 4 weeks per year

• • Banking benefits, insurance discounts and superannuation scheme

• • Growth and development – we provide opportunities for development and promote internal mobility

• • Recognition - we recognise and reward our star performers

• • School holiday subsidy - help you balance work and family during school holiday

• • 2 Volunteer days per year

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 neurodiverse, 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

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