We are seeking a passionate and experienced Portfolio Change Manager to join the team to define, shape and deliver integrated change management across the Customer Services (CS) Change Portfolio.

This role is responsible for partnering with leaders across CS Change Community to deliver and embed changes that ensure consistent colleague and customer outcomes. By acting as a trusted centre of excellence for change, you will provide end to end support, actionable insights and strategic updates for Executives that inform better decision-making and strengthen Customer Services’ outcomes.

• 12-Month Fixed-Term Full-Time Opportunity based in Melbourne.
• Use your expertise to develop and deliver integrated change management strategies to Customer Services (CS)
• We set bold ambitions and clear expectations to get the best customer outcomes.
• Create a supportive, inspiring and customer focused environment for all colleagues.

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 the role of a Portfolio Change Manager, you will join the Colleague Experience and Assurance Team that’s doubling down on owning it.

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

• Lead a team of change practitioners to drive strategies and change implementation across CS.
• Design, build and evolve CS change framework to align with NAB values, industry best practices, and high-performance standards.
• Analyse and prepare change reporting, including presentations and updates to senior management.
• Collaborating with internal stakeholders to gain advice and adopt best practices that secure effective change implementation. 
• Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to process and procedures pertinent to role, and escalate events, issues or breaches as they are identified.

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

• Proven track record in designing and implementing change across medium-large scale businesses.
• Demonstrated ability to lead change portfolios in financial services.
• Strong ability to apply strategic thinking and pragmatically modify change scope and plans to support current and future workforce change needs.
• Be creative and innovative, bringing in fresh ideas and solving problems with a forward-thinking mindset.
• Excellent communication and influencing skills, managing complex senior stakeholder relationships.
• Knowledge and understanding of the regulatory environment and market landscape.

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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