Team Leader Servicing Melbourne Team A

2 weeks ago

Melbourne, Victoria, Australia NAB - National Australia Bank Full time

Work type:
Permanent Full time

Location:
VIC- Melbourne inner

-
Lead and coach new team in our Inbound Business Service Team:


  • Utilise your skills and expertise to drive outcomes for our customers:
-
Contribute to strategic growth by creating additional value for our customers and stakeholders:


  • Flexible locations of Knox and Docklands

It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.
You make NAB. You get it done for our customers and our communities. You're laying the foundations for NAB's future success. Together we'll grow, excel for our customers, and make this a workplace to be proud of.

It's a good time to see what more you can find at NAB as a Team Leader Business Servicing.

The role and Day to day will include:
This role will lead new advisors in our Inbound Business Servicing Team direct reports) to ensure that the conversations advisors have with our business customers is dynamic, impactful and valuable to them and to NAB commercially with an emphasis on first contact service resolution and educating customers on the digital options available to them.

This role is required to ensure that the consistency and quality of conversation is adhered to.

You will be leading a highly engaged team that are ranked as top quartile at NAB.

Responsibilities:

Responsible for supporting and contributing where appropriate to the completion of the following change & planning management activities:

  • Provide coaching to ensure an engaged, customer focused team, delivering superior customer service outcomes and positive advocacy measures
  • Manage the performance of individuals including coaching for performance improvement, establishing performance expectations and working collaboratively to overcome barriers in performance
  • Act as escalation point for any customers complaints, compliments as required
  • Contribute to strategic direction to growth opportunities in Business support
  • Deliver new/ ongoing capability uplift, increase competency and drive career pathways of direct reports
  • Monitor standards of response to customers to ensure acceptable problem resolution standards are achieved and maintained consistently
  • Coordinate and overview colleague response to customer complaints taking appropriate action to ensure these are minimised
  • Design and deliver training to teams and individuals for identified skill gaps
  • Contribute to and participate in the development of best practice solutions to increase efficiency and effectiveness throughout the Centre
  • Work collaboratively with other leaders and teams in Business Care
  • Lead and motivate team members including modelling organisational behaviours; coaching/mentoring; performance management; identifying training/development needs

What you will bring:

  • 35 years in a Sales Environment.
  • Understanding of pipeline management in a
    sales and service environment
  • Contact Centre Experience
  • Financial Services qualifications such as AFSL Tier 2, Professional Banking Fundamentals.

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.


Join NAB
If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

Please note unsolicited CVs from agencies will not be accepted.

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