• Ready for your next challenge?  This is a high impact, high visibility role  

• Bored of BAU? You will be the lead SME for risk, compliance and controls in this genuine transformation  

• We win in the right way, which is always putting our customers first. 

Our people are customer obsessed. They work in close partnership to prioritise customer and colleague needs and deliver exceptional outcomes. This collaborative mindset enables innovation and builds enduring customer relationships supporting our ambition to be the most customer‑centric company in Australia and New Zealand.  

In the role of Head of Divisional Controls NAB Assist and NAB Bereavement Services, you will report to the Executive, DCO Operations and partner closely with the NAB Assist Leadership team, contributing to key business priorities and continuously improving how we serve our customers.  

You’ll make an impact each day by: 

• Autonomous risk advisory and interpretation: Exercises judgement in interpreting the operational risk and compliance framework, providing independent advice to business leaders 

• Control design and prioritisation authority: Determines and recommends the design, enhancement, and prioritisation of controls and risk mitigation strategies to address identified risks and regulatory obligations. 

• Influence over business change outcomes: Shapes and influences divisional change initiatives by assessing risk impacts and determining required governance, control uplift, and compliance actions. 

• Stakeholder engagement and escalation discretion: Independently engages senior stakeholders and determines when to escalate material risks, control gaps, or regulatory concerns  

• Leadership and resource allocation: Sets priorities for the Divisional Controls team, making decisions on workload distribution, capability development, and focus areas to uplift risk maturity and meet regulatory expectations. 

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

• Proven experience within collections, recoveries, hardship, or debt management functions and understanding of associated risk frameworks 

• Demonstrated track record of identifying, assessing and managing risk  

• Sound knowledge of regulatory and compliance obligations relevant to collections activities, including customer treatment, conduct and consumer protection requirements 

• Ability to provide a diverse range of advice, guidance and expertise to support business leaders with executing their risk and compliance management accountabilities 

• Thinks broadly within defined strategies and policies to meet business needs. 

• Adapts and determines new solutions to address complex problems and meet challenging timelines.  

• Excellent stakeholder engagement and ability to influence outcomes 

• Proven ability to lead high performing teams 

• Practical approach to solving issues with strong commercial acumen 

• Ability to operate in ambiguity and prioritise competing demands  

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.