Manager, Servicing

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No two days are the same, but the rewards are continuous. Bring your best to NAB and delight our customers

Summary about this job

Banking - Business

Company: National Australia Bank

Location: Melbourne

Work type: Full Time

Salary: n\a

Phone: +61-3-4791-5449

Fax: +61-8-1559-8531

E-mail: n\a

Site:

Detail information about job Manager, Servicing. Terms and conditions vacancy

  • Leader of leaders opportunity
  • Utilise your operational business skills
  • Dynamic and fast paced contact centre

  • Leader of leaders opportunity
  • Dynamic and growing business segment
  • Thrive in a role where your tenacity to deliver is respected and rewarded
  • Seize this opportunity to play a key part in the new Small Business service proposition

We're building the future of Small Business Direct to be the world’s best business bank and we are searching for a driven, motivated and passionate leader to support our business and our customers.

Small Business is a part of Business & Private Bank and was established to meet the business and personal needs of SME small business customers who range from start-up, expanding and mature businesses across a range of industries, typically with up to $5 million in annual turnover.

Reporting directly into a Customer Executive (GM) of Business Support, we are currently seeking a passionate and driven leader of leaders to propel our email and phone servicing support to the next level of stellar. In this role, you will lead and manage a high performing team of Team Leaders (5) with a total of 70 Group 1 phone bankers based in Docklands who support customers across Australia.

What we’re looking for in the leader:

  • A solid background in managing an operational business, ideally with proven contact centre expertise at a leadership level within the banking industry
  • Workflow management and AOM  (active operations management) experience
  • Mental agility to re-prioritise in the moment - no two days are the same
  • A natural coach with proven effectiveness in uplifting capability, customer experience and the ability to drive the alignment of purpose
  • A visionary who will steer the team to the realisation of the aspirational ‘connected experience culture’
  • A KPI focused leader whose leadership style is tempered with the right balance of igniting seamless operational excellence and enabling staff to bring their best each day
  • Someone who can work collaboratively across SB, Business & Private and the broader Enterprise to ensure an integrated business banking customer value proposition

To be considered you will have a solid operational background, proven coaching expertise in a contact centre environment, and self-drive underpinned by a tenacious character.

To be eligible to apply, you must be an Australian / New Zealand citizen or hold permanent residency status in Australia and be a NAB payrolled employee. Please note candidate screening will commence prior to the closing date, so don't delay in letting us know you're interested.

Have the confidence that you will be backed to unleash your potential in the Small Business Team.

We value and embrace diversity of thought, style and working arrangements to ensure our workforce is representative of the communities that we serve and that our thinking, solutions, and products are the best they can be.

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