• Make your mark on the Product Management team
• Inspire accountability to enhance the customer experience
• Be part of a dynamic team that values innovation and customer-centric solutions 

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 Manager, Personal Cards, you will report to the Head of Proprietary Cards team, that is doubling down on customer obsession.

The role will be responsible for ensuring Proprietary Cards delivers on its customer targets in a safe and effective manner, as well as playing a key role in driving greater customer experience across the NAB branded credit card portfolio.

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

• Own the day-to-day operational performance of the Cards portfolio including customer complaint escalation, event management, remediation, and system fixes.
• Track and monitor customer NPS and feedback to drive improvements in customer outcomes.
• Lead the prioritisation and implementation of the agreed change programs for Proprietary Cards including regulatory and compliance related change.
• Work closely with the channel and broader teams to identify and implement key enhancements to customer and banker experience.
• Work closely across a new team to support planning and effective delivery of migration to the new platform.
• Ensure the product team follow internal controls to reduce operational risk and compliance with policies.
• Lead a small but high performing and engaged team.

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

• Demonstrated Banking and financial services with proven cards and payment experience
• Extensive experience within financial services, product design and delivery
• Track record of extensive experience in driving customer acquisition campaigns, performance analysis and portfolio growth
• Demonstrable experience operating effectively and delivering consistent results in a large complex business
• Influencing leadership with a proven track record of effectively leading and motivating direct and indirect teams

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.