Program Manager, Contact Centre Transformation

Program Manager, Contact Centre Transformation

Job number: 804008

Primary position location: VIC- Melbourne CBD

Category: Call Centre/Contact Centre

Category: Change Management

Category: Strategy

Work type: Fixed term Full time

Work type: Secondment

Closing at: Oct :55 AEDT

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• 12month contract opportunity
• A driven, strategic and passionate Transformation Delivery professional will excel in this role
• You'll join a high-performing team working with a crucial part of the business, backing talented individuals .
• We win in the right way, which is always putting our customers first.

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 Program Manager, Contact Centre Transformation role you will reporting to the HO Retention & Channel Strategy, that's doubling down on customer obsession and moving with speed.

Each day you will go above and beyond to:

• Program Integration Management – Global strategic direction of portfolio/program and alignment with the Group priorities.
• Communications Management – Provide strategic targeted communication to all senior stakeholders to ensure clear understanding of dependencies, deliverables and issues as well as to measure and manage stakeholder expectations.
• Change Management – Ensure an effective change management plan is developed ensuring that the required change is achieved.
• Benefits Realisation – Facilitate delivery of the business outcomes to enable the program sponsor to realise return on investment, through value tracking, ROI realisation, NPS target uplifts and commercial metrics.
• Knowledge Management – Adhere and contribute to knowledge management objectives and processes. Ensure knowledge harvesting occurs at all appropriate phases of the portfolio/program

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

• Extensive experience leading end to end transformation and program management, preferably with in contact centres, customer facing operations and/or financial services
• Managing and delivering large complex programs containing multiple streams, across multiple regions, with multiple vendors
• Extensive use of structured program/project methodologies inclusive of Scaled agile, Change Management and Technology delivery.
• A strategic thinker with commercial acumen capability
• Excellent influencing skills at all levels of an organisation demonstrated by knowledge and industry experience
• Proven people leadership skills building highly engaged and high performing teams
• Passion for customer experience, innovation, and transformation.

We respectfully ask candidates to hold any questions for the phone interview, where we'll discuss the role in detail and answer any questions. This helps to ensure a focussed, efficient and fair application process. The talent acquisition team looks forward to addressing all inquiries at that time if your application progresses.

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.