Manager, Customer Services Capability

Manager, Customer Services Capability
- Job number: 801268
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Work type: Permanent Full time
- Closing at: Jun 18 2025 - 23:55 AEST

**Favourite**

- **Opportunity located in Melbourne**:

- **Use your expertise to drive positive outcomes for NAB Group and our customers**
- **Outstanding opportunity to build and progress your career**
- **You’ll be supported to manage your career, work, and life**

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.

**The role**:
As a Capability Manager for Customer Services, you will drive strategic uplift in Customer Services’ (CS) capability across NAB Resolve, Customer Remediation, NAB Care and Customer Identity Management by delivering customer-centric, efficient, timely, transparent, and comprehensive solutions. Our goal is to empower Colleagues to consistently deliver customer-obsessed experiences to customers and Leaders who inspire and support their colleagues’ performance.

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

- Lead the design and delivery of high-quality training and capability initiatives that accelerate time to competency, uplift team performance and embed a culture of continuous improvement.
- Act as the trusted centre of excellence for capability—providing end-to-end support, actionable insights and strategic updates to Executives that inform better decision-making and strengthen Customer Services’ outcomes.
- Lead a team to drive the strategic implementation of CS Capability
- Lead the design and implementation of CS strategies and frameworks to promote capability uplift, career development and employee engagement.
- Design, build and evolve CS capability framework to align with NAB values, industry best practices, and high-performance standards.
- Evaluating content design to ensure it complies with regulatory requirements, including NAB policies and other fiduciary and compliance obligations.
- Collaborating with internal stakeholders to gain advice and adopt best practices that secure effective execution of capability and training activity.
- Analyse and prepare capability and training reporting, including presentations and updates to senior management.
- Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to process and procedures pertinent to role, and escalate events, issues or breaches as they are identified
- Take responsibility for ongoing learning and take feedback from their People Leader
- Contributing to induction and continued upskilling of new team members

**We are looking for the best and brightest to deliver the best for our customers you’ll need**:

- Strong Communicator - Builds trusted relationships and engages effectively across all levels.
- Customer-Obsessed - Seeks feedback and continuously improves to deliver exceptional experiences.
- Creative & Innovative - Brings fresh ideas and solves problems with a forward-thinking mindset.
- Adaptable & Resilient - Thrives in change and performs under pressure.
- Project-Savvy - Manages multiple priorities with clarity and focus.
- Capability Builder - Uplifts others and fosters a culture of learning and customer focus.
- Tech-Enabled - Confident using learning platforms and digital tools.
- Enterprise-Minded - Aligns work to broader strategies for consistent, scalable impact
- Proven track record in designing and implementing learning and development, leadership development and capability programs and initiatives for the different roles.
- Demonstrated ability to deliver training support in financial services.
- Demonstrate an ability to think strategically and execute operationally to support current and future workforce capability needs.

**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.

**Join NAB**

If you believe this role suits you, please apply. Note that screening and interviews may occur before the job advert closes. Unsolicited CV’s from agencies are not accepted.