Westpac Executive-Summary

WESTPAC CONTRACT OBJECTIVES AND PRINCIPLES

Achieve a high standard of performance of the Services in terms of: • Quality • Improved efficiency • Accuracy • Consistent timeliness and • Certainty of delivery Using our expertise, technologies, processes, playbooks, performance metrics, and communication we will continue to optimise our performance and productivity. This includes leveraging our history with Westpac to provide the most effective and innovative solutions. Regular meetings are held to monitor and measure our performance against key performance indicators and metrics, identify and resolve any issues or challenges that may arise, and communicate with the client regularly and transparently.

Ensure it meets or exceeds Westpac’s financial, operational, sustainable supply chain management, environmental management and workplace health and safety goals for the Services. We are committed to providing you with a superior service experience that delivers on your needs and expectations. We understand that you value convenience, simplicity, and reliability when you interact with us. That’s why we have designed our services to be easy to use, secure, and accessible.

Explore and propose alternative delivery methods that are innovative and provide flexibility, efficiencies and economies of scale.

Display, through the Services, the Westpac ‘Service Promise’ to provide a superior service experience that delivers quality solutions for Westpac’s customers, communities and people. We are committed to providing you with a superior service experience that delivers on your needs and expectations. We understand that you value a risk free and transformative solution that is based on simplicity, and reliability. Our service promise is based on our four values: inclusivity, drive and agility, collaboration and insights and innovation.

Embody Westpac’s values: • Delight customers • One team

• Integrity • Courage • Achievement

Service delivery is a key aspect of any company’s performance and customer satisfaction. It is important to explore and propose alternative delivery methods that are innovative and provide flexibility, efficiencies and economies of scale. The proposed delivery model for this contract has a mix between on and offshore resources enabling efficiencies, savings and scalability.

We believe over the past 19 years, our business partnership with Westpac is based on trust, honesty, openness, transparency, effective communication, and close collaboration — factors most conducive to mutually successful outcomes. We embody these values as follows: • To delight our customers, we need to understand their needs, preferences, and goals, and provide them with solutions that meet or exceed their expectations. • One team: we collaborate and cooperate with our colleagues and clients, and foster a culture of trust and respect and currently our onsite team align their goals and actions with those of Westpac to surprise and delight. • To act with integrity , we need to be honest and ethical in our dealings with our customers, colleagues, and stakeholders, and uphold the highest standards of professionalism and compliance. • To show courage , we need to embrace change and innovation, and have the courage to speak up when we make mistakes and challenge the status quo. • To achieve our goals, we need to deliver results and celebrate our achievements, and recognise and reward our people for their performance.

C&W SOLUTION TO MEETING YOUR OBJECTIVES AND PRINCIPLES 28