• Be recognised as a leader, empowered to deliver and succeed
• You’ll join a high-performing business, backing talented individuals  
• Support in developing strategy for complaint management across all NAB Resolve Triage
• 12-month fixed term contract, not to be missed!

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.

As the Lead, NAB Resolve Triage (NRT) you will become a key contributor within the NAB Resolve and Customer Services Team. Join a strong team that is building long-term relationships by understanding and adapting to changing customer needs.

As the Lead, you will have a pivotal role in changing the way we solve and provide insight to support and fix complaint issues at root cause. You will have a strong understanding of the regulatory environment for complaints and help develop the strategy to ensure we are leading the industry in terms of our IDR and EDR complaints performance and compliance.

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

• Lead the NAB Resolve Triage team and embed a culture that is customer obsessed, efficient and timely to support the delivery of consistent and fair customer outcomes.
• Ensure complaints are triaged correctly, quickly, consistently, fairly and escalated where necessary
• Ensure stakeholders are aware of complaint issues impacting their business
• Support the NAB Resolve and Partnerships Leadership Team to achieve operational and performance excellence through execution of change initiatives.
• Lead process improvement initiatives to fix root cause issues, reduce complaint volume, improve complaints quality, customer experience and capability across NAB Resolve and the organisation
• Monitor and ensure adherence to complaint management as set out in RG271
• Maintaining and building on the customer experience quality framework, capability framework and providing ongoing support to teams to ensure high-quality, fair and consistent outcomes for customers
• Embed the Control iQ framework and utilise insights from the program to flex resources across NAB Resolve
• Support and lead a team which foster strong engagement, productivity and efficiency uplift across NAB Resolve Triage.
• Manage risk in accordance with policy.

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

• Minimum 5 years' experience in Complex Customer Operations role(s), along with proven people leadership, and capability to build trust and lead cross-functional teams.
• Deep understanding and expertise of RG 165 and RG 271
• Demonstrated knowledge of AFCA responsibilities and how they manage external dispute resolution.
• Proven experience in conflict resolution, banking, risk or legal gained within banking and financial services
• Ability to interact, influence and work with multiple stakeholders at all levels, along with ability to present data in an easily digestible manner
• Experience simplifying complex processes and issues, problem solving and data-driven decision making
• Intermediate level of knowledge of regulatory environment and standards.
• Strategic mindset with the ability to design and implement roadmaps to formulate plans and execute
• Experience with Artificial Intelligence, in ways that generate positive impacts whilst maintaining appropriate governance and compliance
• Finance/Commercial/Law/Business or other relevant qualification required

We respectfully ask candidates to hold any questions for the phone interview, where we’ll discuss the role in detail and answer any questions. This helps to ensure a focused, efficient and fair application process. The talent acquisition team looks forward to addressing all inquiries at that time if your application progresses. 

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. 

Build your career with NAB

At NAB, we encourage our colleagues to invest in their skills, experiences and careers. To put your best application forward, we recommend firstly reviewing the job advertisement and the Role Purpose Statement (also known as the position description – this is linked to the job advert). This will give you a clear idea of what the role entails. If the opportunity excites you and aligns with your career aspirations, you should seek your People Leader’s endorsement and apply. 

Note: all NAB colleagues are encouraged to have a minimum of 18 months tenure in their current role.

Feel free to reach out to the Talent Acquisition Team with questions but please note, to ensure we run a fair and equitable process for all colleagues, we’ll often guide you to apply through the process outlined above. 

Looking for career advice?
We’re excited about your interest in this opportunity! For personalised career advice and to discuss your growth within NAB, please speak with your People Leader. They know your journey best and can offer the most relevant support and guidance. Additionally, please visit CareerU or Careers at NAB for useful tips and tools. Our Talent Acquisition Consultants are dedicated to the hiring process and will not have the full picture of your career path.  

We wish you the best of luck with your application! Application updates will be shared with you from PageUp (our recruitment system). We recommend you filter our current opportunities to your preferred location before applying.  If you require any adjustments to the recruitment process or the role, please let the Talent Acquisition Consultant know.