Lead, Online Origination Phone Associates
5 days ago
**Work type**: Permanent Full time
**Region**: VIC- Melbourne CBD
- **Use your Leadership Experience to drive the team to success**:
- **Fast paced and exciting environment to thrive in a career that gives you more**:
- **Full-time Melbourne opportunity**
Successfully lead Phone Associate Online Origination Team through effective management of call metrics, AOM and NUW - ensuring resources are effectively managed to deliver on our customer SLA's. Inspire and manage team delivering a stress free and seamless end to end customer experience while supporting broader needs based conversations.
We're looking for someone that can drive continuous improvement to optimise customer service, financials, and productivity. In addition to this, to deliver and manage the operational requirements and outcomes of the team to the agreed objectives.
**As an Online Origination Lead you will be responsible for**
- Lead team of phone-based associates supporting Business Transaction Account onboarding experience via Digital Channels
- Drive strategies that lead to and support increased digital adoption for our customers and their needs.
- Lead initiatives within team that improve NPS and address additional customer needs
- Ensure key call metrics are managed and within SLA
- Ensuring processes are maintained in a compliant and risk-controlled manner
- Leading your team to deliver high quality, prompt customer service
- Identify process inefficiencies.
- Increase employee capability and staff engagement.
**What you will bring**
- Ability to independently drive continuous improvement
- Experience in using AOM and NUW
- Strong internal stakeholder management
- Understand the importance of excellent customer experience
- Ability to work in an environment of continual change
- Proven leadership abilities within a dynamic and fast paced environment
**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.
**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. For more information, please click here.
For more information about this opportunity please contact **Patience Taihia.**
**Continue building your career at NAB**
If you think this role is the right fit for you, we invite you to apply.
To be eligible to apply, you must have Australian or New Zealand citizenship or Australian permanent residency status.
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