• Lead the execution of strategic initiatives
• Proactively manage and deliver change into the business
• Identify business improvement opportunities to help achieve NAB’s strategic ambition of being the most customer centric company in Australia and New Zealand

At NAB, we believe success comes from our people. We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.

As part of our Enterprise Operations division, NAB Assist are a specialist team providing customers with assistance when they need it most.

About the Role:

The Manager, NAB Assist, reporting to the Senior Manager, NAB Assist, will lead and drive the execution and safe delivery of NAB Assist FY25 strategic changes, including migration of the Citibank unsecured white label portfolios (Project Edge).

This role will deliver business improvement initiatives and an enhanced business wide operating model to support NAB’s global NAB workforce and strategic ambition of being the most customer centric company in Australia and New Zealand

The role will be critical in ensuring change is effectively and proactively managed and delivered with minimal operational disruption, working collaboratively with project and dedicated colleagues.

In addition, you will:

• Operationalise and embed change delivered through NAB Assist strategic changes, including Project Edge and the Financial Support Transformation Program
• Educate and embed change delivered via new operating model more broadly across NAB Assist colleagues/ functions including global workforce presence in NAB India
• Work collaboratively with others to develop solutions/improvements to the way we support our customers
• Provide subject matter expertise on strategic & operational change (e.g. engagement models/protocols/business capacity) for delivery of and change
• Proactively identify, escalate (where appropriate) & manage risks/issues with the potential to impact on the delivery of changes
• Support to uplift the associated policy, risk and control environment for NAB assist

About you:

• 8+ years professional experience in banking/finance/collections/hardship or related disciplines
• Continuous improvement mindset with experience leading change and process improvement initiatives including the identification, shaping and prioritisation of opportunities, delivery tracking and reporting.
• Comprehensive understanding of Collections and Hardship processes and the associated regulatory landscape
• Detailed understanding of collections related technology and systems (highly desirable)
• Operations management experience (highly desirable) 

A diverse and inclusive workplace works better for everyone.

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be. 

More focus on you:
We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. 

To be eligible to apply, you must have Australian or New Zealand citizenship or Australian permanent residency status.

Please note candidate screening methodologies and interviews may be conducted prior to the closing date of the job advert.