Manager, Merchants

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- **Elevate your career & showcase your Leadership capability**:

- **Have a BIG impact on the value that reaches our Small Business customers**:

- **Excel in a role where your passion to deliver is respected & rewarded**

Business Care provides a comprehensive service experience covering Servicing, Merchant Services, NAB Connect and Merchant and Digital Onboarding. Specifically, Merchant Servicing supports our business customers by assisting them with technical enquiries in relation to their Merchant and HICAPS terminals.

Merchant Servicing comprises of six teams based at Knox, and a fantastic opportunity has arisen for a highly ambitious and established Leader to drive this BU to the next level of success

This pivotal role will see you lead a Customer Service Operation, typically of 70 individuals, having a significant impact on the value that reaches our stakeholders as you strive to ensure our staff deliver a world-class support to NAB’s Business customers.

**The role and Day to day will include**:

- Managing the introduction of new products and services into the Contact Centre
- Ensuring customer service standards are achieved
- Developing and maintaining a skilled and motivated team of People Managers and through them, developing a workforce of highly-skilled and motivated staff with specialist skills pertaining to Contact Centre operations
- Managing optimal business resource capacity to effectively meet customer demands, including forecasting future resource requirements and improving resource utilisation
- Providing input to wider Contact Centre activities within the Business Care striving to work effectively with other Contact Centre Managers in the pursuit of overall objectives
- Ensuring People Leaders successfully identify skills gaps in their staff and deliver appropriate coaching, training and development to build on these

**What skills & attributes will I need?**
- Strong leadership expertise within an Operational / Contact Centre environment
- Demonstrated experience in implementing operational excellence principles
- A commitment to continuous innovation and improvement of processes to optimise performance and ensure an integrated outcome within and across functions
- Advanced coaching and / or training experience
- Strong business acumen, coupled with a natural ability to effectively influence
- Exceptional interpersonal and communication skills
- Charisma, tenacity and grit

**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.

**Make a difference through your work**

At NAB, we work together to deliver exceptional outcomes that exceed our customers’ expectations. We’re an ASX listed organisation that has been serving Australian communities for more than 160 years. We’re investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you’ll be part of a team that is helping to solve some of society’s biggest challenges.

**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.