Westpac calls up new operating model

Many jobs at Westpac's contact centres will have their job descriptions updated over the next 14 months as the bank adopts a new "national operating model".

The Finance Sector Union sketched out the model in a briefing for members last week.

The changes affect staff working at Westpac, St George, BankSA and Bank of Melbourne customer call centres.

The proposed operating model "includes a career framework, with new job families and job descriptions", the FSU wrote, based on advice from Westpac.

A new career framework will be established for every employee, while each role will have a "learning plan" for the first time.

The proposed operating model will be implemented over "a five-wave transition process, which will take place over approximately 14 months", the FSU said.