Manager, Customer Resolution and Remediation

2 days ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Region**: VIC- Melbourne CBD

Join a new and expanding team in the Commercial Services space leading the development, execution, management and optimisation of Customer Resolution & Remediation’s (CRR) strategic priorities. This involves creating tailored strategies specific to all the sub-teams in CRR including: Complaints, Customer Remediation and Financial Crime remediation /refresh.
- **Drive outstanding customer outcomes through the delivery of carefully crafted strategic priorities that are customer focused.**:

- **Enable your colleagues to achieve and win together as a team through your strong business partnering.**:

- **Make your impact on a small, developing team and challenge your strategic capabilities.**

**In this role, you will**
- Design, develop and implement individual and overarching strategic roadmaps, whilst ensuring governance of the strategic planning ecosystem
- Partner with SMEs across the business, developing a robust understanding of CRR operations to develop initiatives that address business challenges or changes
- Act as a key interface for the stakeholders across CRR and other relevant teams to support a variety of initiatives and activities
- Present strategic plans that demonstrate how they will achieve key business outcomes and key performance indicators.
- Maintain strong stakeholder relationships, working across the business unit to engage and coordinate with relevant teams, building strong working relationships to deliver the CRR strategic planning process.

**What you'll bring**
- Strong background of at least 7 years industry experience including at least 3-4 years in strategy and planning focussed role(s).
- Outstanding stakeholder management skills. Relationship-led to understand and manage business impacts/needs to achieve positive strategic outcomes
- Outstanding communication skills both written and verbal. Able to confidently communicate with influence to negotiate, engage and leverage key stakeholders and partners.
- Excellent presentation skills, with the ability to articulate complex concepts clearly & concisely.
- Confidence in handling ambiguity, able to independently seek clarity and navigate through scenarios with unknowns.
- Outstanding commercial acumen, able to identify issues or opportunities and proactively create solutions that align with wider strategic business objectives

**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 equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

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