Hypercare Lead, Business Initiatives

1 week ago

Melbourne City Centre, Australia NAB Full time

Hypercare Lead, Business Initiatives - Melbourne CBD
- Job number: 801212
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Change Management
- Category: Helpdesk & IT Support
- Work type: Permanent Full time
- Closing at: Jul 18 2025 - 23:55 AEST

**Favourite**

- Drive operational excellence leveraging data-driven strategies and expertise
- Lead a high-impact Hypercare team championing customer-centric solutions
- Foster an elite team and own the work you and your team do

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.

**Each day, you’ll go above and beyond to**
- Lead and co-ordinate the activities of the Build Verification Test (BVT) Team and Hypercare Analysts including the scheduling of onshore and offshore Hypercare resources, ensuring time in lieu is taken in a timely manner and BVT is completed
- Manage Daily team Roster of BVT / Logs and Drop-In Session /RDOs & leave cover etc. and be the point of escalations for all Hypercare Relates issues
- Actively monitor Hypercare process and ensure it is fit for purpose in an agile environment i.e. Support Log form and Tech process
- Meet with Product Owners / Release lead / Customer Lending Solutions Leadership monthly and provide insights over queries received on platform for each feature and agitate for improvement/intervention.
- Ensure that the Business System Support and Business Lending In Boxes are answered, actioned and cleared daily - this includes Annual Biz Calc Fee updates, Enterprize reporting, Bulk Customer Transfers and BVT
- Provide regular training/coaching to existing and new Analysts to allow for diversified Subject Matter Experts spread out across the team daily to avoid bottlenecks in support
- Maintain highest accuracy standard for daily reporting of Hypercare volumes and insights

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Proven experience with Lending Platforms/Enterprise Lending Platform
- Strong leadership experience managing a high-volume space/team
- Strong end-to-end business Lending process knowledge
- Attention to detail with strong time management skills
- The ability to diagnose and analyse system capability and developing solutions
- Experience and exposure in change management practices, with ability to influence stakeholders, management and business staff

**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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