Head of Retention Business & Private Bank Job at NAB – National Australia Bank in Melbourne VIC
Location: Aust – VIC Metro
Bring your commercial acumen to drive excellence in our Retention practices & disciplines
Showcase your expertise in understanding customer needs in designing and executing retention activities
Utilise your strategic thinking and agility in our fast business to drive operational excellence
NAB are seeking a strategically minded, customer and banker focused Head of Retention leader. This pivotal leader of leaders role will be responsible for setting the vision and strategy for the Retention function, designing the implementation of that strategy through establishment of prioritised Retention programs, and driving the execution of the programs.
Day to Day you will:
Consider and review the customer and portfolio signals that identify low, medium and high-risk retention events to determine the appropriate programmatic approach to manage, either proactively or reactively
Use data to create insight, and story tell the what, how, when and benefit of retention change
Assess and test retention signal approaches, and run omni channel tests to validate the accuracy and effectiveness of the retention signals
Maintain a quantitative and qualitative voice of the customer library that provides insights for scalable retention decision making
Adapt and identify new appropriate solutions in an agile environment
Have the ability to adapt budget, policies and procedures within broadly defined parameters
Blend knowledge of service design with project design, delivery and success measurement
Deliver and manage the operational requirements or outcomes of a team that is integrated across the Enterprise to agreed metrics and objectives
Responsibilities will include but are not limited to:
Relentless focus on understanding the customer at an individual and portfolio level, and work with key business leaders to embed a culture of retention through practice and discipline, aligned to clear customer, banker and commercial outcomes
Responsibility for leading the retention strategy that brings focus and action towards customer needs
Responsibility for identifying and understanding signals of retention and designing the proactive and reactive programs to uplift our retention capability
Working across our internal business partners to create the retention analytics and insights, offers and effective delivery mechanisms that enables our great bankers to have great customer conversations based on their needs
Leading a team of Retention Bankers that are solely focused on retaining our customers both proactively and reactively, managing their day to day performance and ongoing career development
Accountability for business unit annual performance goals; including customer NPS, finance, risk and operational metrics
You will be highly experienced within retail/relationship management, retention strategies and practices, ideally with a degree and/or post-graduate professional qualification
You will have extensive leadership experience within a complex and dynamic environment, previous experience delivering large scale customer focused, transformational change and exposure to strategic delivery
Proven ability to analyse and interpret data to drive insight, linking insight to customer, banker and commercial outcomes
Demonstrated experience in leading and implementing operational excellence principles, and extensive experience in relation to the specific segment of operation with a comprehensive understanding of business/commercial practices, products and services, with a significant emphasis on Business Banking.
Everyone at NAB deserves an outstanding leader; one who inspires and engages their team in our purpose, vision and values, and helps them focus on the things that matter the most in these tough times. As a NAB people leader, we’ll support your development and propel you to be an outstanding leader.
From education and volunteer leave to learning benefits and banking discounts, we offer access to a wide range of employee benefits. For more information please visit here.
We are an equal opportunity employer and welcome diversity in the workplace.
If you think this role is the right fit for you, we invite you to apply. You must have Australian or New Zealand citizenship or permanent residency status to apply. Please note candidate screening methodologies and interviews will be conducted throughout the advertising period.
- Please note – unsolicited CVs from agencies will not be accepted*.
About the Company
Company: NAB – National Australia Bank
Company Location: Melbourne VIC