
Head of Contact Centre Channels
1 day ago
Head of Contact Centre Channels
Job number: 803622
Primary position location: VIC- Melbourne CBD
Category: Call Centre/Contact Centre
Work type: Permanent Full time
Closing at: Oct :55 AEDT
Favourite
- We are empowered to make a positive difference for customers and communities.
- Everyone is given the opportunity to learn, grow and achieve.
- Make a genuine difference through the work you 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.
In the role of Head of Enterprise Contact Centre Channels, you will join the Personal Direct Team that's doubling down on making a tangible difference to customers and bankers while keeping it simple.
Each day, you'll go above and beyond to:
- Act as a senior leader within a dynamic business and technology transformation environment, where Generative AI and other emerging technologies play a pivotal role in driving innovation and change.
- Make trade-off decisions and resolve tensions where decisions can't be made and Lead squads with multi-disciplinary colleagues to deliver a multi-year strategic transformation agenda in support of the domain's strategy.
- Lead a product owner cohort to define the vision and build a backlog of business outcomes that deliver across a balanced scorecard. Progressively elaborate backlogs to epics and features in support of the wider domain strategy.
- Lead Platform teams to run, maintain and continuously improve NAB Contact Centre platforms across Voice and Messaging (incl IVR and Virtual Assistant).
- Deliver business outcomes safely through application of effective risk management practices, and efficiently through application of agile practices.
- Prioritise delivery that is weighted to the shortest job first and maximising return on investment and strategic alignment.
- Be a key interface to the wider enterprise to unblock issues and enable faster delivery.
We're looking for the brightest to deliver the best for our customers. You'll need:
- Experience in Leadership of enterprise-wide transformational programs of work
- Product ownership, delivery, cross functional squads and/or management of 10+ years
- Comfortable in a senior leadership role, leading workshops, shaping backlogs, user stories and goals in line with domain cadence
- Experience in Contact Centre environments (Business / Tech)
- Exposure to, or experience in, future technologies including Customer Service, agentic experiences and GEN AI
Stakeholder management, strategic thinking and problem solving
Strong and extensive People Leadership experience
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.
For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.
Join NAB
If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.
-
Head of Contact Centre Channels
1 day ago
Melbourne, Victoria, Australia NAB Full time $180,000 - $250,000 per yearWe are empowered to make a positive difference for customers and communities.Everyone is given the opportunity to learn, grow and achieve.Make a genuine difference through the work you 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...
-
Head of Contact Centre Sales
3 days ago
Melbourne, Victoria, Australia Robert Walters Full time $120,000 - $180,000 per yearWe're partnering with a purpose-led organisation to find an experienced leader for a newly created role: Head of Contact Centre Sales & Retention. This is a unique opportunity to shape a critical function from the ground up — driving customer growth, deepening retention, and building a high-performance culture around meaningful customer engagement.The...
-
Contact Centre Officer
2 weeks ago
Melbourne City Centre, Victoria, Australia Department of Justice and Community Safety Full time $79,122 - $96,073 per yearUtilise your Contact Centre expertise to provide support and advice to Victims of Crime Financial Assistance SchemeOngoing, Full-Time Opportunity to work with a high-performing and passionate team in the Victorian Public ServiceVPS Grade 3: $79,122 - $96,073 plus superannuation.The Department of Justice and Community Safety (the department) is seeking a...
-
Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $120,000 - $180,000 per yearProgram Manager, Contact Centre TransformationJob number: 804008Primary position location: VIC- Melbourne CBDCategory: Call Centre/Contact CentreCategory: Change ManagementCategory: StrategyWork type: Fixed term Full timeWork type: SecondmentClosing at: Oct :55 AEDTFavourite12month contract opportunityA driven, strategic and passionate Transformation...
-
Contact Centre
3 days ago
Melbourne, Victoria, Australia Randstad - Sales & Marketing Full time $104,000 - $160,000 per yearContact Centre - Sales Manager | Regional South PortfolioA globally-backed industry leader in essential services, dedicated to the philosophy of 'To Prevent and Protect', is seeking an accomplished and strategic Contact Centre - Sales Manager to drive growth across a multi-site region, known as the 'South Region'.This high-impact role is responsible for...
-
Manager Digital Sales Channel
1 week ago
Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $120,000 - $180,000 per yearManager Digital Sales Channel & InsightsJob number: 803934Primary position location: VIC- Melbourne CBDCategory: Banking & Financial ServicesCategory: Digital & InnovationCategory: Marketing, Communications & Corporate AffairsShow MoreWork type: Fixed term Full timeWork type: Permanent Part timeClosing at: Oct :00 AEDTFavourite12-month FTC opportunity for a...
-
Head of Customer Profiles
2 weeks ago
Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $104,000 - $130,878 per yearHead of Customer ProfilesJob number: 802708Primary position location: VIC- Melbourne CBDCategory: Data & AnalyticsCategory: Digital & InnovationCategory: Product ManagementShow MoreWork type: Permanent Full timeClosing at: Sep :00 AESTFavouriteShowcase your senior leadership experience across Product and/or Digital Channel Ownership in BankingMore than a...
-
Melbourne, Victoria, Australia NAB Full time $120,000 - $180,000 per year12month contract opportunityA driven, strategic and passionate Transformation Delivery professional will excel in this roleYou'll join a high-performing team working with a crucial part of the business, backing talentedindividuals.We win in the right way, which is always putting ourcustomers first.Our people are customer obsessed. They prioritise the needs...
-
Head of Audit
1 day ago
Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $120,000 - $180,000 per yearHead of Audit - Risk and ComplianceJob number: 803732Primary position location: VIC- Melbourne CBDCategory: AuditCategory: Compliance, Regulatory Risk & Financial CrimeWork type: Permanent Full timeClosing at: Oct :55 AEDTFavouriteAs the Head of Audit, Risk & Compliance, you will lead the strategic execution of Audit's assurance to senior stakeholders and...
-
Head of Engineering
3 days ago
Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $180,000 - $300,000 per yearHead of EngineeringJob number: 803410Primary position location: VIC- Melbourne CBDCategory: Digital & InnovationCategory: IT Architecture & StrategyCategory: Information, Communication & TechnologyShow MoreWork type: Permanent Full timeClosing at: Oct :55 AEDTFavouriteShowcase your senior leadership experience as the Head of EngineeringMore than a career,...