• Make a genuine difference through the work you do
• When you’re ready for a bigger challenge, you’ll get the tools and support to succeed.
• Work in a collaborative and inclusive team environment
  
  

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 an Analyst, Real-time Management & Reporting.

Operating on a rotating roster with availability between 7am to 7pm on weekdays and 7am to 3pm on Saturdays.

The role:

You are planning day to day operational activities for Call centre and support the Leadership teams. The outcome of which is to ensure that NAB Fraud Assist provides positive customer outcomes while retaining the customer/organisation relationship.

Your opportunity

• give recommendations and guidance to the business,
• Identify and run initiatives to improve call centre efficiency
• Managing the impact of upstream systems and other technology issues on NAB Fraud Assist service delivery

The role and Day to day will include :

• You will systematically capture service improvement opportunities, collaborate within the team and with business stakeholders to meet commitments, milestones, and deliver outcomes.
• Optimising and scheduling resourcing – considering shrinkage and workflow requirements while managing Stakeholder expectations
• Analysing data and trends to give recommendations and guidance to the business
• Monitoring and managing Amazon Connect software – turning on voicemails, changing agent skills, prioritising customers etc
• Identifying and running initiatives to improve call centre efficiency and improve overall cost to collect
• Managing the impact of PPC (people, performance, customer) and other technology issues on Fraud Assist

What you will bring:

• Tertiary education an advantage but not essential
• Permanent Staff within the role will be required to complete a Career Qualified in Banking certification through FINSIA.
• Previous experience as a Workforce planner would be advantageous
• Experience with Stakeholder management
• Experience working on initiatives to increase efficiency
• Strong communication and stakeholder management ability
• Proficient in Microsoft Office suite

Make a difference through your work

At NAB, we work together to deliver exceptional outcomes that exceed our customers’ expectations. We’re an ASX listed organisation that has been serving Australian communities for more than 160 years. We’re investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you’ll be part of a team that is helping to solve some of society’s biggest challenges.

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’re 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 .

Join NAB

If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

To be eligible to apply, you must have Australian or New Zealand citizenship or Australian permanent residency status. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

Please note unsolicited CVs from agencies will not be accepted.