Contact Centre Manager

5 hours ago

Perth, Australia NAB - National Australia Bank Full time

**Work type**: Fixed term Full time
**Region**: WA- Perth inner

**Contact Centre Manager (12-month fixed term contract based in Perth)**
Support our amazing Service Delivery team by overseeing the contact centre for Personal Direct, assisting Personal Banking customers who reach out to NAB through voice calls and messaging platforms.
- We win in the right way, which is always putting our customers first
- This team has energy, appetite and the resources for positive change
- Recognised as a top 2 employer on the 2024 LinkedIn Top Companies list to grow your career

**In this role, you will**
- Lead the strategic planning cycle across the contact centre
- Incubate initiatives designed to deliver industry-leading customer experiences in the contact centre
- Work with new and exciting technology to drive a culture of innovation within the contact centre through the support of leading vendors
- Guide and energise a talented team of people managers, who in turn cultivate a workforce of highly skilled and motivated individuals
- Execute operational plan activities punctually and within budget, while establishing and monitoring relevant performance metrics

**What you’ll bring**
- Track road of leadership experience across banking and frontline operations
- Exceptional analytical, problem-solving, interpersonal and leadership skills
- Passionate about uplifting skills and capabilities through coaching
- Demonstrated success in leading and delivering short and long-term strategy and planning initiatives
- Proficient in communicating with and influencing stakeholders at all enterprise levels

**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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