Head of Disputes Experience, Peb

6 months ago

Melbourne, Australia National Australia Bank Full time

**Head of Disputes Experience, PEB**

**Job no**: 792945

**Business unit**: Personal Banking

**Primary position location**: 395 Bourke St, Melbourne, VIC

**Work type**: Fixed term Full time, Permanent Full time

**Region**: VIC- Melbourne CBD
- **Make a genuine difference through the work you do**:

- **We grow great leaders who inspire and energise their team**:

- **18 month fixed term contract opportunity**

**It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you'll be recognised and rewarded for your contribution in return. You'll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It's a good time to see what more you can find at NAB as a **Head of Disputes Experience in this **18-month fixed term contract role **.**

**The role**:
As the **Head of Disputes Experience**, you will lead the build in the creation of the product management capability in Personal Everyday Banking (PEB) to manage disputes and provide enterprise leadership and direction on end-to-end transformation of Disputes Experience across the following initiatives:

- Take financial and risk ownership to review and manage ongoing non-lending losses and opportunities to optimise (PEB).
- Analyse complaints data and work with stakeholders across the value chain to eliminate root cause (PEB).
- Take financial and risk ownership to review and manage ongoing non-lending losses and opportunities to optimise.
- Analyse complaints data and work with stakeholders across the value chain to eliminate root cause.
- Guide end-to-end customer service target state and banker experience target state design.
- Align with Operations on Disputes operating model & platform target state.
- Lead initiatives to improve disputes decisioning and straight through processing rates.
- Support any remediation activities required.

**The day to day responsibilities will include**:

- Share the vision continuously to ensure squad alignment and be the customer and colleague advocate when making trade-off decisions.
- Lead on progressive elaboration (as appropriate) for releases, prioritise delivery and manage the overall transformation roadmap.
- Proactively identify and escalate impediments, creating a culture of transparency and fast resolution.
- Lead and influence colleagues across the various squads across the value chain to deliver great customer outcomes, strong commercial decision making, strong risk management and on-time, on budget delivery performance.
- Provide targeted communication to all stakeholders to ensure clear understanding of dependencies, deliverables, risks and issues as well as to measure and manage customer and stakeholder expectations.

**What you will bring**:

- Demonstrated experience working ideally in a similar senior leadership **Head of Disputes Experience** role within a larger financial services organisation.
- In-depth product management expertise, having worked across customer, commercial, projects, risk, and change disciplines in consumer banking.
- Proven experience in domain delivery and proficiency in prioritising business outcomes and managing delivery sequencing and trade-offs across an end-to-end value chain.
- Experience creating a vision and delivering transformational change across customer experience, operations and technology.
- In-depth knowledge of disputes, payments schemes and payments-related regulatory obligations preferred.
- Ability to take responsibly for (re)designing, building and implementing (new elements of) the E2E Disputes Journey, and work collaboratively with key stakeholders across the enterprise.
- Great communication, collaboration, and stakeholder management skills, with the ability to communicate complex ideas to different audiences and make recommendations succinctly and effectively to senior executives.
- Critical thinker - ability to see the bigger objective and design executable solutions with a broad set of stakeholders to achieve the objective.
- Proven leader with an inquisitive mindset, can-do attitude and practical approach to problem solving and driving for outcomes.
- Relevant tertiary qualification related discipline.

**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 can thrive, connect, and grow.

**More focus on you**

We are committed to delivering a positive experience fo

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