Head of Banker - Melbourne, Australia - NAB - National Australia Bank

NAB - National Australia Bank
NAB - National Australia Bank
Verified Company
Melbourne, Australia

1 month ago

Olivia Brown

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Olivia Brown

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Description

Work type:
Permanent Full time


Location:
VIC- Melbourne CBD

  • Recognised as a top #3 employer on the 2023 LinkedIn Top Companies list to grow your career.
  • Opportunity to make a huge impact for bankers & customers within Australia's #1 Business Bank
  • Make a genuine difference through the work you do supporting bankers and customers

It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.
Your job is just one part of your life.

When you bring your ideas, energy, and hunger for growth to us, you'll be recognised and rewarded for your contribution in return.

You'll have our support to excel for our customers, deliver positive change for our communities and grow your career.

NAB is the #1 business bank in Australia.

Your role will see you play a key part in the success of delivering Business & Private Bank's strategic ambition, and, just saying, it's a winning team with a winning strategy Our relationship-led approach to meeting our business customers' needs, is a key differentiator at NAB and we're investing more to support our bankers with better tools, simpler processes and integrated systems to enable them to do what they do best - serving our customers and community.

This is a great opportunity to support and help your peers in Business & Private Bank (B&PB) Sound like an opportunity for you, read more


The role:


In your new role as Head of Banker & Customer Improvement, you will lead an end-to-end integrated improvement team that prioritises and delivers non-product specific improvement activities across Business & Private Bank to increase the effectiveness and engagement of bankers to ultimately enhance the customer experience.

Some key areas of focus include but not limited to:

  • Insight's distillation and prioritisation
  • Gather relevant customer and banker (inc. front & and middle office colleague) insights (e.g. NPS, complaints, Heartbeat, banker feedback) and analyse to determine key issues that need addressing where no business owner exists
  • Prioritise key issues to be addressed and develop business case, engaging with relevant B&PB LT stakeholders
  • Introduce new ways to solicit and generate improvement ideas from bankers and customers
  • Program management of improvement delivery
  • Program manage delivery of cross divisional improvement initiatives, ensuring clarity on who / what / when and surface issues and support initiative owners to resolve
  • Maintain comprehensive view of progress and adoption of initiatives
  • Proactively manage risk, meeting all policy and compliance requirements; adhere to process and procedures; and escalate events, issues or breaches
  • Delivery of large change (Domain-funded) improvement initiatives (Banker Enablement Sub-Domain) as well as small change improvement initiatives
  • Establish the direction for the Banker Enablement subdomain, including the vision, strategy and KPIs (reduce costs and improve operational efficiency)
  • Groom and prioritise the backlog of initiatives and sequence delivery
  • Deliver Business Outcomes using Agile Ways of Working within the subdomain budget in collaboration with the value chain
  • Deliver prioritised set of improvement initiatives investment funding is not required and track change adoption and benefits
  • Act as the conduit between Tech/architecture and the business.
  • Own the vision for how banker experience product and productagnostic tech (e.g. Salesforce, PEGA, Nab One) and influence product specific tech to ensure cohesion

What you will bring:

You will be an innovative and agile leader with outstanding organisational and logístical management capability.

Your ability to work with our key stakeholders across the business to engage with a variety of partners, understanding and creating business requirements utilising both feedback and reporting to effectively communicate on the strategic alignment our business, will see you make this role your own.


Some key capabilities include:

  • Stakeholder & communications management
  • Problem solving
  • Delivery Management & technology literacy
  • Experience Leading multifunctioning teams
  • Business acumen
  • Agile ways of working
Additionally, you will be able to demonstrate

  • Strategy / Execution
  • Program management experience
  • Strong P&L budget experience
  • Strong knowledge of banker and customer expertise within Business & Private Bank is highly regarded
  • Experiences in evidencebased decision making and strong analytical ability coupled with the ability to execute structured problem solving
  • Outstanding verbal and written communication aptitude to work at executive level synthesis while also ensuring all stakeholder engagement
Does this sound like the role for you?


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