Lead Business Insights and Growth

5 days ago

Melbourne City Centre, Australia NAB Full time

Lead Business Insights and Growth
- Job number: 800773
- Primary position location: VIC- Melbourne CBD
- Category: Business Banking
- Category: Call Centre/Contact Centre
- Work type: Permanent Full time
- Closing at: Jun 13 2025 - 17:00 AEST

**Favourite**

- **Lead, coach and mentor a 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**

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of **Business Insights and Growth Lead** you will join **the Business Insights Team** that’s doubling down on **moving with speed.**

**Each day, you’ll go above and beyond to**:

- Lead business insights associates to generate leads and create value for our customers.
- Manage pipeline of leads to ensure they are being actioned within agreed SLAs
- Provide coaching to ensure an engaged, customer focused team, delivering superior customer service outcomes and positive advocacy measures
- Act as escalation point for any customers complaints, compliments as required
- Contribute to strategic direction to growth opportunities in Business support
- Engage in stakeholder management with referral teams to ensure opportunities are converted and any issues are resolved quickly
- Deliver new/ ongoing capability uplift, increase competency and drive career pathways of direct reports
- Act as a senior referral point for our Team Leaders to support their growth and development.

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Proven experience within leadership and passion about leading and growing teams
- Ability to build key relationships and influence all levels of stakeholders
- Previous banking and finance experience within a contact centre preferred
- Understanding of pipeline management in a sales and service environment

**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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