Head of Relationship Associates

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- **Lead, influence & deliver strategic outcomes to a geographically dispersed team**:

- **Be an outstanding leader of leaders, creating a highly engaged team of Relationship Leads and Associates**:

- **Location flexible; some interstate travel required**

**A career that gives you more**

We are seeking a passionate and experienced **Head of Relationship Associates** to join the Regional and Agri team in leading 10 direct reports nationally across an enterprise of approximately 180 Associates. Reporting into the Executive Business Execution Regional & Agri, this role is responsible for leading and executing the Service Model for relationship managed customers that delivers on their service expectations. The Head Of will be responsible for driving national and regional initiatives that are linked to banker support and customer servicing. They will own key enterprise strategic relationships across the value chain to drive exceptional customer service, while also being responsible for the leadership, development and coaching of the Relationship Associate Leads.

This role is an excellent stepping stone for someone who is keen to progress their career towards an Executive role in business banking.

**Responsibilities include but are not limited to**:

- Provide leadership and coaching to your direct reports dispersed in various locations to create an engaged, empowered and customer service focused leadership team.
- Overarching responsibility for Relationship Associate workforce planning and daily strategic management of work flow.
- Overseeing the successful delivery of R&A’s Graduate program.
- Shape a service model that meets the needs of our key customer specialisations including deep industry knowledge for Relationship Associates.
- Seek feedback on customer service experience and refine the service model to deliver positive NPS outcomes.
- Lead transformation and deliver change safely to improve the support to bankers and service experience of our customers.
- Work with value chain stakeholders to create simplified processes and uplift operational excellence.
- Deliver ongoing capability uplift and pro-actively drive career pathways of direct reports.

**About You**:

- Business related degree and/or post-graduate professional qualification (generally CA, PY, ACCA, MBA, CIB)
- Significant banking background in either business, private, corporate, credit, Risk or specialised business, or equivalent professional experience in a related career.
- Leadership experience, ideally within the banking sector or large business.
- Experience leading large remote teams advantageous.
- Strong customer relationship management skills with sales and operational experience.

**Make a difference through your work**
At NAB, we work together to deliver exceptional outcomes that exceed our customers’ expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you’ll be part of a team that is helping to solve some of society’s biggest challenges.

**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 respect - where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way and please let us know if we can provide any adjustments throughout the recruitment process.

**More focus on you**
We are 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 and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**Join NAB**

unsolicited CVs from agencies will not be accepted.