Lead Fulfilment Cards Maos

**Work type**: Permanent Full time
**Location**: VIC- Melbourne CBD
- **Take the next step in your NAB journey in this critical role**:

- **Lead & inspire a team that focusses on providing an exceptional service to our customers**:

- **Full-time, permanent opportunity now available**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as a Lead.

We currently have a great opportunity for a Lead - Cards and MAOS with our Fulfilment Team to join the Operations function within the Corporate & Institutional Banking Division.

This position plays a critical role in managing the day-to-day servicing of customers through leading a best-in-class Cards and MAOS Fulfilment Team. This role will lead and develop a team of 14 FTE across critical Fulfilment functions whilst delivering against agreed customer service levels and internal productivity and quality targets.

A key aspect of this role will be to manage transactional queries against multiple customer SLAs whilst maintaining performance against our quality framework. This role will ensure processes are maintained in a compliant and risk-controlled manner.

**Key accountabilities include**:

- Lead the Cards and MAOS Fulfilment team through effective AOM, ensuring resources are managed appropriately to deliver customer SLA’s
- Inspire and manage the team to ensure we deliver a stress free and seamless end to end customer experience
- Driving continuous improvement to optimise customer service and financials/productivity
- Deliver and manage the operational requirements and outcomes of the team to the agreed metrics/objectives
- Lead and be accountable for the delivery of key business streams in rotation with CIBFS Leadership inclusive of; Performance
- Excellence/AOM, Continuous Improvement/Process, Risk/ICS and Customer/Quality

**Your Capabilities, Experience & Qualifications will include**:

- Degree or diploma level education is preferred
- Sound demonstrated experience in Operational Management, contact centre and/or customer service
- Demonstrated operational excellence including AOM / NUW
- Ability to independently drive Continuous Improvement
- Ability to work in an environment of continual change
- The role requires a degree of autonomy, strong leadership with effective coaching and influencing skills
- Ability to build strong relationships across the value stream

**A diverse and inclusive workplace works better for everyone.**

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**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 such as hybrid working and job sharing 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**

Please note unsolicited CVs from agencies will not be accepted.

LI-DNI