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.

• Fantastic full-time Permanent opportunity for an aspiring leader to lead a team of talented Relationship Associates across Melbourne locations
• Build meaningful relationships that have major impacts for our customers
• Drive continuous improvement and development

As a Lead Relationship Associate, you will be reporting into the Head of Relationship Associates, Specialised that’s doubling down on customer obsession. 

You will be responsible for workforce flexibility through collaboration with other Leads across Regions to deliver the best service outcomes for customers. Leading the team through change and execution on the B&PB Strategy will also be required.

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

• Provide leadership and coaching to create an engaged, customer focused team delivering superior customer service outcomes and positive advocacy measures
• Will liaise with customers as point of contact for complaints, compliments and escalations as required
• As a member of the Leadership Team you will be involved in developing and executing business unit customer experience initiatives
• Prioritise resources and workflow to ensure customer/banker expectations are met
• Leverage technology enablers and drive digital adoption to meet customer needs and protect, deepen and grow client relationships
• Manage stakeholder relationships across the value chain to drive exceptional customer service.
• Deliver ongoing capability uplift, increasing competency and driving career pathways of direct reports

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

• Emerging leadership capability in motivating, coaching and development of the team
• Effective communication skills to drive high stakeholder collaboration and advocacy
• Strong customer service skills with an obsession to deliver on an outstanding customer experience
• Proactive attitude  

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.