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Lead, Relationship Associate

3 weeks ago

Newcastle, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: NSW- Newcastle & mid coast region, NSW- North coast region
- **Utilise your leadership skills in this key role**:

- **Work with a broad team of banking professionals to deliver great results**:

- **Support and manage a team of Relationship Associates across Tamworth and surrounds**

As a Lead Relationship Associate, you will be reporting into the Head Of Relationship Associates, and will be responsible for the leadership, development and capability uplift of the Relationship Associates to support Bankers to deliver a superior customer service. You will drive operational efficiency and productivity that is integrated across the Enterprise. You will lead a team of passionate Relationship Associates dedicated to supporting our Regional and Agribusiness customers.

You will be responsible for workforce flexibility through collaboration with other Leads across Regions to deliver the best service outcomes for customers. Leading the team through change and execution on the B&PB Strategy will also be required.

**As a Lead, Relationship Associates you will**:

- Provide robust leadership and coaching to ensure an engaged, customer focused team delivering superior customer service outcomes and positive advocacy measures
- Will liaise with customers as point of contact for complaints, compliments and escalations as required
- Lead a remote team of associates in various locations
- As a member of the leadership team you will be involved in developing and executing regional customer experience initiatives
- Prioritise resources and workflow to ensure customer/banker expectations are met
- Leverage technology enablers and drive digital adoption to meet customer needs and protect, deepen and grow client relationships
- Manage stakeholder relationships across the value chain to drive exceptional customer service.
- Deliver ongoing capability uplift, increasing competency and driving career pathways of direct reports

**What you will bring**
- Emerging leadership capability in motivating, coaching and development of the team
- Effective communication skills to influence and motivate a team dispersed in various locations
- Strong customer advocacy
- Proactive attitude

If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of banking.

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.