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Fixed Term (Fixed Term)ABOUT THE JOB
The role is pivotal in managing the colleague technology experience within the Retail & Contact Centre business units. This role demands a highly collaborative, communicative, and knowledgeable individual who can coordinate across multiple teams within Retail, Direct, and Operations, as well as across all of Technology & Enterprise Operations. There is a requirement to reach out to non-technical frontline colleagues and run training and education sessions for their branch technology and find ways to improve their experience with technology. This role will help to manage low priority, high volume problems across the Retail network and needs to have a good understanding of the Branch technology used in Australia and will need to be able to communicate clearly and effectively with both non-technical colleagues and technical teams looking into issues. The ability to form strong connections and manage relationships is a foundational capability for success in this position.
YOUR JOB RESPONSIBILITIES
This role is crucial in managing escalations for incidents, deep diving into challenging issues, and driving permanent resolutions to common problems. The individual will also be responsible for managing and encouraging simple fixes for ATMs & SSM's with the Retail Business and assisting across Direct and C&CS to ensure the business's success in meeting its needs.
ATM, SSM, TCR Colleague Support: Deep dive into the branches\people who raised the most tech faults, create a new process around frontline colleague education and support to ensure they have a better experience with the frontline technology. This will involve working closely with the ATM & Retail technology support teams.
Incident Management: Manage escalations for incidents, ensuring timely and effective resolution.
Problem Resolution: Deep dive into difficult and challenging issues to drive permanent resolutions and improve operational efficiency.
Business Support: Assist the business across Direct and C&CS with complex or common problems to ensure successful outcomes.
Daily /Monthly Tasks:
Compile and analyse ATM (ITS), SSM (Conscillion), and TCR (Glory) data for monthly reporting, identifying top branch\people issues and areas for improvement.
Respond to and manage escalations for incidents, coordinating with relevant teams for resolution.
From the above responsibilities, identify and investigate common issues, collaborating with stakeholders to develop strategies for permanent problem resolution.
Engage with the Retail Business to manage simple fixes for ATMs
Support Direct and C&CS SDL's and teams with deep dive issue investigation, analysis and management of problems.
YOUR SKILLS & EXPERIENCE
Experience in business operations management within a technology environment.
Strong understanding of vendor governance and contract management.
Proficient in reporting and data analysis, particularly related to ATMs, SSMs, and TCRs.
Excellent problem-solving skills and the ability to manage complex issues.
Strong communication and relationship management skills, with the ability to collaborate across multiple teams.
Excellent English communication to work with NAB Australia branches.
Working time: starting from 8am VNT
THE BENEFITS AND PERKS
We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits.
1. Generous compensation and benefit package
Attractive salary
20-day paid annual leave and 7-day paid sick leave
13th month salary and Annual Performance Bonus
Premium healthcare for yourself and family members
Monthly allowance for team activities
Premium welcome kit and occasional gifts of appreciation
Extra benefits on your work anniversary
2. Exciting career and development opportunities
Large scale products with modern technologies in banking domain
Clear roadmap for career advancement in both technical and leadership pathways
Access to digital learning platform such as Udemy
Consistent and high-quality leadership training through the Distinctive Leadership program (DLP)
Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers)
Sponsored English course with native teachers
Opportunity for training in Australia
3. Professional and engaging working environment
Hybrid working model and excellent work-life balance
State-of-the-art & modern Agile office
Food and beverages in the office pantry
Employee Assistance Program to improve your physical and mental health
Annual team activities and company events
A solid and talented team behind you – great people who love what they do
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 respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.
We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.
CLOUD-FIRST
NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it’s not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!
If this excites you, let's have a chat over a cup of coffee!
It's more than just a career at NAB!
We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.
IT'S MORE THAN MONEY
We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.
