Nab · Dlf Downtown, Sector 25a Phase 3, Block 4Prepare for this interview
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Job Title: Vice President - Process Trainer Work Type: Permanent Location: DLF Downtown, Sector 25A Phase 3, Block 4 It's more than a career at NAB. It's about more meaningful work, more global opportunities and more innovation beyond boundaries . Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you'll be recognised and rewarded for your contribution in return. You'll have our support to excel for our customers, deliver positive change for our communities and grow your career. NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues. At NAB India, we're ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities. Your New Role The purpose of this role is to ensure that Unsecured Credit Assessment achieves it's focus of having the most professional and efficient bankers in Australia. This role will support the onboarding experience and capability development of new to role colleagues in PHL. This will be achieved through: - Facilitation and delivery of workshops-primarily induction, uplift in processes or policy and ongoing refreshers - Accreditation of unsecured lending colleagues - Support leadership with ongoing uplift of team performance through training - 1-to-1 and 1-to-many coaching sessions - Mentorship and professional development of colleagues - Establishing and maintaining effective feedback loops between colleagues, operational managers and management team. -Provide ongoing coaching, monitoring and SME support to ensure Assessment Leads and team members ensure they have the skills and knowledge to perform their role -Support Leaders with Process Confirmations, quality evaluations and provide feedback and coaching on insights identified by the NAB Quality assurance team. -Co-ordinate with the NAB Support team rolling out process changes and perform a post implementation review to ensure team adherence . -Support Leads with daily call listening and collaborate with the Voice coach on insights identified and develop plans to measure improvement. -Ensure customer service outcomes are consistently met and look for opportunities to exceed customer expectations . -Empower Leads to resolve errors at point of detection to minimise customer delays. Get it right the first time is vital . -Establish and sustain a customer centric culture focused on taking ownership and continual focus on customer obsession. -Manage capacity requirements with focus on SLA's. -Overview of NUW queues and effective WIP management and call returns within 2 hours . -Determine learning and development requirements for the teams in consultation with the Team Leads and work with the NAB team to support capability uplift -Behave in accordance with NAB's Code of Conduct and demonstrating the Enterprise who we are Shift Timing - Login between 2 AM to 4 AM Work Mode - WFO for initial 6 Months, post that Hybrid as per Business Requirement
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