JOB PURPOSE
- Lead multiple Team Leaders across several workstreams, ensuring effective and timely delivery of transactional and product-based services.
- Responsible for developing leadership capability, driving consistent standards across teams, and fostering a culture of performance, wellbeing and accountability.
- Joint ownership of meeting service standards, operational KPIs and strategic uplift initiatives.
- Proactively manage risk, ensuring all policy, compliance, controls and governance requirements are met.
JOB RESPONSIBILITIES
- Drive customer experience outcomes across multiple teams, ensuring consistency, control and efficiency.
- Lead and coach Team Leaders to ensure their teams meet service standards and operational expectations.
- Collaborate with stakeholders across sales, product and operations to ensure proactive engagement.
- Oversee SLA performance, identify trends and drive improvements across workstreams.
- Ensure adherence to work instructions, operational controls and compliance requirements.
- Oversee AOM/Workware management across teams.
EXPERIENCE REQUIRED
- Minimum 8 to 12 years experience in process execution and operational role, highly preferable experience in Banking or Financial Service industry.
- At least 4-6 years of experience in Leadership role.
- Strong operational leadership and ability to drive outcomes at scale.
- Strong influencing and senior stakeholder engagement capability.
- Ability to mentor and coach leaders, supporting their wellbeing, development and performance.
- Confidence in cross-functional collaboration.
- Deep understanding of end-to-end product and service onboarding processes.
- Ability to build and leverage relationships across diverse business areas.
- Strong leadership presence and ability to inspire and influence leaders.
- Fosters teamwork and largeteam collaboration.
- Flexible, adaptable and able to lead through change.
- Strong PowerPoint and Excel capability.
- Strategic thinking capability to drive operational uplift.
- Proactive approach to personal and professional development.
- Excellent verbal and written communication skills (English).
THE BENEFITS AND PERKS
We appreciate and reward our colleagues who do great work every day from excelling for our customers, to taking ownership of an issue to get it resolved. Here's how we support our people with a range of exclusive benefits.
1. Generous compensation and benefit package
- Attractive salary
- 20-day paid annual leave and 7-day paid sick leave
- 13th month salary and Annual Performance Bonus
- Premium healthcare for yourself and family members
- Monthly allowance for team activities
- Premium welcome kit and occasional gifts of appreciation
- Extra benefits on your work anniversary
2. Exciting career and development opportunities
- Large scale products with modern technologies in banking domain
- Clear roadmap for career advancement in both technical and leadership pathways
- Access to digital learning platform such as Udemy
- Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
- Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
- Sponsored English course with native teachers
- Opportunity for training in Australia
3. Professional and engaging working environment
- Hybrid working model and excellent work-life balance
- State-of-the-art & modern Agile office
- Food and beverages in the office pantry
- Employee Assistance Program to improve your physical and mental health
- Annual team activities and company events
- A solid and talented team behind you great people who love what they do
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 respect where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.
We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.
If this excites you, let's have a chat over a cup of coffee!
