Lead NAB Assist’s Business Solutions team to deliver strong customer, commercial and risk outcomes across complex categorised asset portfolios, while driving operational excellence, team capability and continuous improvement.

• Lead high-performing onshore and offshore teams to deliver exceptional customer, commercial and risk outcomes.
• Own complex categorised asset portfolios, resolving escalations, complaints and legal matters with confidence.
• Drive transformation through stronger controls, operational efficiency and continuous improvement.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In this Head of Business Solutions role, you’ll join our NAB Assist team as we double down on owning it and winning together.

Each day, you’ll go above and beyond to support with:

• Managing a large operational team who undertake varied activities and delivering outstanding customer outcomes.
• Improve colleague culture increasing employee engagement scores.
• Demonstrate customer obsession through phone line servicing, call quality results, NPS, and complaint volumes
• Managing risk, regulatory requirements and obligation management across the business unit, ensuring strong governance, compliance and control outcomes.
• Management of Business unit cost and FTE plan.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• 10+ years professional experience in banking or finance industry
• Experience in business collections, recoveries arrears management and credit management
• Experience leading large operational teams on and offshore
• Experience leading change programs that embed new core system, new process, operational improvement delivering key productivity and financial targets
• Experienced senior leader with extensive operations background - experience in Collections and Credit is desirable
• Ability to analyse complex and detailed financial and non-financial information and develop strategies to minimise the risk/maximise the return to the Bank on Categorised files
• Identifies and understands the impact of the various Business Categorised Asset Characteristics and the complexity of managing Collections, Recoveries and Credit for Business Aggregate Groups.

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, 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 would love to hear from you. 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.

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