Manager Commercial Card Operations

NAB is seeking a Manager for Commercial Card Operations in Melbourne, VIC. The role involves leading a team to meet service level agreements, driving process improvements, and enhancing customer experiences. Key responsibilities include optimizing operations, implementing automation, and ensuring compliance with regulations. Candidates should have experience in banking operations, strong leadership skills, and a focus on continuous improvement. NAB values diversity and fosters an inclusive workplace culture.
• A proactive leader identifying and driving process simplification and optimisation
• You’ll join a high-performing business, backing talented individuals ​
• We win in the right way, which is always putting our customers first

In this Manager Commercial Card Operations role, reporting to Head of Product Fulfilment and Servicing you will:
• Manage a highly effective team ensuring Service Level Agreements are met and exceeded.
• Foster a culture of continuous improvement with a focus on positive customer and colleague experience.
• Re-engineer tools and processes which the team operate to significantly reduce the Time to Card, Account Opening and Servicing SLA, while maintaining high quality and compliant service.
• Drive automation by implementing and/or enhancing robotics to improve the straight through processing rates.
• Optimise internal operating policies and procedures to remove barriers to efficiency, reduce bottlenecks and time waste.
• Ensure all team members have the skills and knowledge to perform their role and compliant with FSRA and other regulatory requirements.
• Implement robust quality assurance controls to ensure high quality of service.
• Enhance team productivity and cultivate a positive team culture.

What you will bring:
• Demonstrated experience in an operational environment in banking and finance
• Proven ability to create an engaged and highly effective team
• Excellent written and verbal communication and problem solving skills
• Ability to identify opportunities to simplify, improve and digitise customer and colleague processes
• Risk management expertise including in depth understanding of management of reportable events
• Strong collaboration skills – get things done for customers and colleagues across the value chain
• A proactive leader identifying and driving process simplification and optimisation
• You’ll join a high-performing business, backing talented individuals ​.
• We win in the right way, which is always putting our customers first.

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 www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (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.

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