• Your proven experience in managing off shore and onshore operational teams will see you excel in this role
• Your new team are innovators and look for better ways to deliver.  
• You will simplify complex processes to make customer experience simple, fast and easy

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 Head of Vendor Partnerships & Servicing, you will join the NAB Assist team that’s doubling down on keeping it simple.

Each day, you’ll go above and beyond to: 

• Drive operational excellence, strategic alignment and performance optimisation across onshore/offshore operational teams and third-party vendors
• Ensure effective management of debt collections and recoveries processes, compliance with regulatory obligations, and driving portfolio performance while maintaining a customer-centric approach
• Foster relationships across internal and external stakeholders, ensuring adherence to SLAs and contractual obligations (where applicable)
• Manage and challenge NAB Assist strategies in relation to debt referral, contingent collections and servicing related functions while minimising operational risk and disruption, while delivering innovative technology solutions for NAB Assist
• Focus on risk profile ensuring that the business is adhering to all obligations and improving/maturing controls
• Effective engagement within NAB Assist and providers to achieve business goals

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

• Experienced senior leader with extensive operations and offshore management
• Experience in collections and arrears management
• A strategic thinker with commercial acumen capability
• Proven people leadership skills building highly engaged and high performing teams

• Strong analytical capability, commercial acumen, and numerical literacy.
• Proven experience building and managing in-depth long term relationships
• Passion for customer experience, innovation, and transformation.

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 https://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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