Head of Lending Experience, Process

**Work type**: Permanent Full time
**Location**: NSW- Sydney CBD, VIC- Melbourne CBD

**“#LI-DNI”**
- **Come and join Australia’s #1 Business Banking and be part of a winning culture and team**:

- **Drive superior outcomes & business excellence in this strategic role**.
- **Make a genuine difference through the work you do for our customers and peers**

NAB is Australia’s leading business bank with a team of over 4,900 business specialists across the country. You will be joining a supportive and high performing team dedicated to making banking simpler for our customers.

You will be joining our Business Lending Product team who deliver lending solutions for small and medium-sized across Australia. Are you ready to join the #1 Business Bank team in Australia and make a real difference?

**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.

**The role**:
As our new Head of Lending Experience, Process & Operations leader, you will drive banker and customer experience excellence through process improvement, document simplification, digitisation and sustainable regulatory compliance, including Banker capability and enablement.

Some key responsibilities include but are not limited to:

- Business Lending Product strategic planning and performance reporting
- Business Lending Product change, adoption and continuous improvement on Banker knowledge and enablement.
- All documentation and collateral management, simplification and digitisation including Digi-docs delivery and e-statements
- Drive process re-engineering (simplification and digitalisation) for key Business Lending products that drive fulfilment and operations high volume work, risks and rework.
- Lead Business Lending regulatory change, response and influence, including Tier 1 remediation progress tracking for BL products and ensure we maintain a strong Business Lending Product control environment
- Drive Business Lending product compliance assurance management and business improvement across the bank.
- Drive adoption of workflow tools for Business Lending process that will achieve leading time to fund and improved Banker experience for lending.
- Build and drive the voice of customer program drive optimum product NPS, Banker experience and address core complaints.
- Standardise go to market strategy of core products and services

If you are looking for an opportunity to support your colleagues and improve the customer experience, this is an opportunity not to be missed.

**What you will bring**:
With a significant breadth of product delivery related experience, you will have broad Business Lending product knowledge and industry insight to help support a better delivery experience for the business and our customers.

You will have a strong track record in execution and driving change, together with superior senior stakeholder engagement and influencing skills with a proven ability to garner advocacy for strategic initiatives that leads to delivery.

Additionally, you will be able to demonstrate:

- Proven resilience and tenacity in delivering large, complex, multi-year strategic programs of work
- Advanced process re-engineering and digitisation experience
- Advanced risk leadership and regulatory experience.
- Building & leading performing teams with outstanding engagement
- End to end business leadership (inc. financial, people, risk, product, etc)
- Voice of Customer/Colleague experience driving positive outcomes
- Program management experience
- Strong knowledge of banking -expertise within Business & Private Bank is highly regarded
- Outstanding verbal and written communication aptitude to work at executive level synthesis while also ensuring all stakeholder engagement

Does this sound like the role for you?

**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.

**More focus on you**

We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and