Head of Business Solutions

3 days ago

Melbourne City Centre, Australia NAB Full time

Head of Business Solutions
- Job number: 798905
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Collections
- Category: Strategy
- Work type: Fixed term Full time
- Work type: Permanent Full time
- Closing at: Feb 27 2025 - 23:55 AEDT

**Favourite**

- Fixed term opportunity until end of September
- Experienced operational and strategic leader in Collections and Arrears
- Help drive customer obsession across NAB

**In this**Head of Business Solutions** role, you will**:

- Manage a large operational team who undertake varied activities and balancing commercial and customer outcomes.
- Proactively deal with customer escalations, defended legal matters, complaints, approvals and overviews of strategies dealing with complex strategies
- Provide strong leadership, motivate and support the team
- Achieve customer satisfaction through phone line servicing, call quality results and complaint volumes
- High focus on risk profile ensuring that the business is adhering to all obligations and improving/maturing controls, alongside improved process and efficiency.
- BU strategy management and driving for efficiency and process improvement - ongoing simplification.

**What you’ll bring**:

- Experienced senior leader with extensive operations background ideally in Collections
- Outcomes focused with customer advocacy at the forefront
- Strong people leadership capabilities including Psychological safety and colleague wellbeing focus
- Ability to lead highly-engaged, high performing teams, strong coaching and stakeholder management skills
- Strategic agility with a growth mindset
- Strong planning and analytical capabilities
- Proactive and creative with a solution orientation
- Identifies and understands the impact of the various Categorised Asset Characteristics

**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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