• Lead and evolve Quality Assurance across Personal Direct while ensuring disciplined BAU execution across White Label operations
• Shape the future of Quality Assurance through fresh thinking, innovation and scalable delivery models, while balancing strong operational execution with transformation 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.

As a Manager, Operational Execution within Personal Direct, you will play a pivotal role in owning the BAU operational execution of the White Label business across vendor delivery, ensuring performance stability, disciplined governance routines and effective embedding of change to protect customer outcomes and control environments.

This role is accountable for the end‑to‑end effectiveness of the Quality Assurance (QA) function across Contact Centres, ensuring consistent, customer‑centric and compliant outcomes. You will own the QA operating model, including people capability, QA frameworks, monitoring strategies, automation, insights and risk outcomes, positioning QA as a proactive control that supports strong customer and colleague experiences while meeting regulatory and operational obligations.

Working closely with QA Leads, offshore operations and senior stakeholders, you will lead day‑to‑day QA assurance and BAU operational cadence, while also driving the broader evolution of how QA is delivered at scale. This includes rethinking QA frameworks, leveraging technology and automation, and embedding new approaches that improve efficiency, effectiveness and impact.

Bringing a blend of strong operational leadership and transformation capability, you will translate QA and performance insights into practical operational interventions that uplift customer experience, strengthen risk controls and improve performance. You will influence across teams to embed change into BAU, ensuring improvement initiatives are sustainable, well governed and measurable.

This role is well suited to someone who enjoys scaling operations, shaping future‑state models and challenging traditional approaches, while maintaining strong operational discipline in a fast‑paced, regulated environment.

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

• Strong operational experience, ideally from service, contact centre or quality/assurance‑led environments.
• Demonstrated leadership of Quality Assurance, risk, compliance or control functions at scale.
• Experience owning BAU operational execution, including service performance, vendor delivery and governance routines.
• Experience leading teams through change, transformation or operational uplift alongside BAU delivery.
• Curiosity and creativity to rethink how QA and operational assurance can be delivered differently, leveraging technology, automation and new ways of working.
• Ability to translate complex performance, QA and risk insights into clear priorities and practical actions.
• Confident stakeholder engagement skills, with the ability to influence and align across diverse internal teams and partners.
• A disciplined, ethical mindset with a strong focus on customer outcomes, governance, risk management and continuous improvement.

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.