À propos de ce poste Lead, Customer Remediation Support Services chez NAB
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Maximum Term/Fixed Term (Fixed Term)ABOUT THE JOB
Lead a team responsible for processing information to assist the client on deregistered company cases that necessitate investigation, blocking, and account closure, including process information within client's system and preparation of remittance file, ensuring compliance with obligations and NAB’s code of conduct
Work closely with onshore Lead and Consultant in DRCO (Deregistered Company Operations) to deliver business goals by providing direction, leadership, and coaching to the DRCO team.
Coordinate the daily activities of the NAB Vietnam DRCO team ensuring that work is completed efficiently, accurately and within the standards set out in Service Level Agreements, service standards and performance targets, and in compliance with policy, procedure and statutory requirements.
YOUR JOB RESPONSIBILITIES
Process information to assist the client to settle customer account issues customer account issues and perform quality checks and assurance as SME.
Use strong relationship and coaching skills to achieve business goals through the leadership of people and other key stakeholders including the development of quality internal and external networks.
Setting clear and measurable goals for the team aligned with organisational KPI’s.
Capacity planning and developing cross-skilling strategies to ensure the business is operating effectively, working closely with the onshore Lead, DRCO to ensure effective balance of resources on work.
Ensure the team to assist the client to deliver an exceptional customer experience and grows customer advocacy of NAB as well as positive feedback from colleagues across NAB.
Monitor individual & team performance, team engagement, providing performance feedback Including recognition and performance improvement plans.
Identifying opportunities for improvement of process and operating rhythm, providing input to establishing, managing and reporting of activities and issues.
Development of team members through IDP and evidence of personal IDP.
YOUR SKILLS AND EXPERIENCE
Minimum 7-9 years of working experience, including at least 4-5 years' experience in Banking or Financial Service Leadership role.
Excellent communication in both English and Vietnamese.
Understanding of Financial risk and Compliance obligations.
Leadership and relationship-building skills.
Organisational and coaching skills.
Ability to work in a team & independently.
Experience in process and change execution.
Ability to drive outcomes and proactively identify opportunities for improvement
THE BENEFITS AND PERKS
We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits.
1. Generous compensation and benefit package
Attractive salary
20-day paid annual leave and 7-day paid sick leave
13th month salary and Annual Performance Bonus
Premium healthcare for yourself and family members
Monthly allowance for team activities
Premium welcome kit and occasional gifts of appreciation
Extra benefits on your work anniversary
2. Exciting career and development opportunities
Large scale products with modern technologies in banking domain
Clear roadmap for career advancement in both technical and leadership pathways
Access to digital learning platform such as Udemy
Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
Opportunity for training in Australia
3. Professional and engaging working environment
Hybrid working model and excellent work-life balance
State-of-the-art & modern Agile office
Employee Assistance Program to improve your physical and mental health
Annual team activities and company events
A solid and talented team behind you – great people who love what they do
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 respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.
We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.
If this excites you, let's have a chat over a cup of coffee!
It's more than just a career at NAB!
We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.
IT'S MORE THAN MONEY
We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.