- Exciting 10-month Fixed-Term opportunity
- Are you an experienced leader looking to take the next step in your career?
- Come and lead our dynamic, agile, collaborative, and friendly team
- Great opportunity to be part of an innovative and collaborative team culture and grow your leadership skills!
About the role
Your career at NAB is about more than money, it's about serving our customers well and helping our communities prosper.
This role will provide leadership, operational and strategic direction to NAB’s Vulnerable Customer Hub which includes Retail & Business Hardship, Customer Support Hub, Third Party Verifications, and hardship support for customers represented by not for profit/for profit organisations as well as NAB’s Indigenous Customer Service Line. The role holder will lead both the business performance and influence transformation outcomes into improved customer experiences for the customer segment. The role holder will be responsible for direct and indirect reports.
The role is also responsible for;
- Efficient and effective management of hardship, vulnerability and financial counsellor matters, cure rates, NCCP/BCOP compliance, servicing customers (abandonment, GOS, penetration, right party connects) as well as staff engagement and wellbeing given the nature of the role and exposure vicarious trauma.
- Delivering and enhancing on channels of choice for customers and colleagues; ensuring the business is able to be scalable and shockproof which includes change deliverables that are developed and delivered to standard and business readiness is appropriate to manage via digital channels.
- Focusing on risk profile ensuring that the business is adhering to all obligations and improving/maturing controls
Responsibilities include, but are not limited to:
- Overseeing and endorsing all change activities whilst monitoring operational performance and financial metrics, operational excellence, providing coaching and setting strategic direction
- Managing a large operational team who undertake varied activities and balancing commercial and customer outcomes
- Improve colleague culture increasing employee satisfaction scores
- Deliver productivity improvement, responsible BCOP obligations, compliance and change activities
- Adapts and determines new solutions; scope to adapt the budgets, policies, and procedures within broadly defined parameters; deliver and manage the operational and program objectives and requirements or outcomes of a team that is integrated
About You
- Professional experience in banking/finance or related disciplines within contact centre and operational management centres
- Experience leading large operational teams and change programs that embed new core system, new process, operational improvement delivering key productivity and financial targets.
- Working with and understanding hardship landscape and economic factors that impact our vulnerable customers
- Relevant and current compliance and lending accreditation
- FINISA fundamentals of banking
- AOM certification
- At least 5 years working in NAB or equivalent organisation
- Experienced senior leader with extensive project and operations background – understanding of vulnerable customer profile is favourable
- Change management and project delivery to budget and timelines ensuring business readiness is front of mind
- Exceptional communication and writing skills
- AOM principles, stakeholder management including demonstrated ability to manage and influence industry and internal stakeholders.
- Lead highly engaged, high performing teams with strong coaching abilities
NAB, invested in you
At NAB, we believe success comes from our people. We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.
If you think this role is the right fit for you, we encourage you to apply. To view full details, please refer to the Role Purpose Statement available
To help keep our community safe, candidates are required to comply with vaccine requirements outlined in state based public health orders.
You must have Australian or New Zealand citizenship or Permanent Residency to apply for this role.