Westpac has scrapped its customer and corporate services division and pushed through a major internal reshuffle affecting thousands of operational roles across the bank. Instead of running as a standalone unit, those CCS functions now sit inside existing business lines, tightening control and changing reporting lines overnight. The move is part of a significant restructure that Westpac outlines to staff on Wednesday.
Under the new model, operational roles previously housed in CCS are redistributed across the organisation, meaning frontline and institutional units now directly own more of their day-to-day support work. The former CCS acting group executive, appointed to the role in May last year after the previous leader moved to head the retail bank, is repositioned as chief operational officer within Westpac’s institutional bank.
In that role, the executive now reports into the institutional banking head, placing operations closer to large corporate and institutional clients. Property and procurement functions are also shifted, moving into Westpac’s finance arm under the chief financial officer.
The restructure folds thousands of operational roles back into core business units, an attempt to streamline decision-making and reduce duplicated layers of management. By transferring property and procurement into finance, Westpac centralises cost oversight in the same division that manages balance sheet and budget, tightening control over major contracts and physical footprint.
Locating the former CCS leader inside the institutional bank lifts operational focus in a part of the group that handles complex high-value clients and transactions. Westpac is consolidating service, support and cost control functions rather than running them as a separate shared services empire.
