An exciting opportunity exists within NAB Care to lead the day-to-day operations of our Customer Care Solutions teams, supporting customers experiencing financial hardship.

• Outstanding opportunity to build and progress your career
• Be supported to learn and grow whilst developing the career you want
• Use your passion for customers and strong experience in this exciting Manager opportunity
• Location- MLB CBD or SYD CBD
  
  

Our people are customer obsessed. We work together to understand customer needs

and deliver exceptional outcomes. This collaborative mindset supports our ambition to be the most customer-centric company in Australia and New Zealand.

In this role, you will:

• Lead the day to day operations of the Customer Care Solutions teams, delivering strong customer outcomes.
• Ensure compliance with all relevant regulatory obligations, including NCCP, BCOP and NAB policies and controls.
• Drive engagement, capability and performance across the department through effective leadership and coaching.
• Maintain oversight of service, productivity, quality, customer and risk metrics, including GOS, Abandonment, AHT, Adherence and Controls.
• Identify and implement opportunities to digitise and simplify the hardship experience, improving both customer outcomes and operational efficiency.
• Manage hardship portfolios to deliver sustainable outcomes for customers experiencing financial difficulty.
• Represent NAB as a hardship specialist across both internal and external forums.
• Lead initiatives that improve customer experience, operational effectiveness and risk management outcomes.
  
  

You’ll make an impact each day by:

• Leading, coaching and developing leaders and team members to deliver exceptional customer and business outcomes.
• Driving engagement, capability and performance across a high-performing and customer-focused team.
• Proactively identifying, escalating and managing risks, issues and emerging trends, ensuring timely action plans are in place.
• Managing customer, operational and risk metrics, taking corrective action where required to deliver sustainable performance.
• Executing key controls and maintaining strong compliance with regulatory and risk obligations.
• Identifying and implementing digital, automation and process improvement opportunities that enhance both customer and colleague experiences.
• Obtaining and maintaining DCA Level 3 accreditation and exercising lending decision authority across retail and business portfolios.
• Managing resources and workforce planning to balance customer demand, service standards and business priorities.
• Supporting customers experiencing vulnerability and financial difficulty, ensuring appropriate outcomes are delivered in complex and sensitive circumstances.
• Providing leadership during periods of elevated demand, including natural disasters, economic events and other large-scale customer assistance responses.
• Championing colleague wellbeing and creating a supportive environment for teams managing emotionally demanding customer interactions.
  
  

You’ll bring to this role:

• Demonstrated leadership experience in a contact centre, operations or customer service environment.
• Proven ability to lead leaders, build capability and drive employee engagement.
• Experience within banking and financial services, preferably in lending, collections, hardship or customer assistance environments.
• Strong understanding of consumer credit and responsible lending principles.
• Excellent communication, influencing and stakeholder management skills.
• Strong commercial acumen with the ability to drive operational performance, change and continuous improvement.
• Experience balancing customer, risk and business outcomes in a complex operational environment.
• Tertiary qualifications in Business, Banking, Finance or a related discipline (preferred).
• Accreditation in AOM and/or DCA frameworks (preferred but not essential).
  
  

A diverse and inclusive workplace works better for everyone

We know that when our colleagues feel valued and celebrated for who they are, our customers experience banking that’s fairer, more accessible, and designed with who they are in mind. That’s why we’ve built a culture of inclusion and respect, where colleague voices are heard and valued, and everyone is supported to bring their authentic selves to work.

For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we invite you to apply.

Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

Unsolicited CVs from agencies will not be accepted.