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Consultant, Complaints Governance Reporting


Job Description

Job description

In Customer Resolution and Remediation, we are working towards making it easy for our customers and the community to feel heard and have any complaints resolved fairly & efficiently. For us to achieve this we are growing and need you to consider this role.

This role will be incredibly rewarding and you will have the opportunity to make a difference and CHANGE THE WORLD…. or at least the experiences of our customers.

The role

In this role you will be responsible for ensuring that NAB is meeting its Complaints Handling regulatory and audit requirements ensuring prescribed standards are met as needed and delivering complaints reporting improvements through enterprise cloud based platform and tools.

Key accountabilities:

  • Create reporting, and conduct effective analysis of customer complaints handling data to create valuable, real time, action oriented insights on drivers, trends, and hot spots/issues
  • Ensure Complaints Analytics needs are met in new data environment (NDH, NDC, NRP). Lead transition to new environment.
  • Complaints Data Steward
  • Proactively monitor risk and assurance requirements within agreed Risk Appetite and manage non-compliance in a timely manner
  • Drive continuous improvement of complaint handling through reporting and insight (on risk, controls, quality, efficiency, and consistency
  • Monitor and ensure adherence to relevant regulatory obligations (e.g. RG271 and BCOP)
  • Proactively monitor risk and assurance requirements within agreed Risk Appetite and manage non-compliance in a timely manner
  • Create a supportive, inspiring and customer focused environment for all colleagues at NAB
  • Support the implementation of the complaints transformation project

Desirable skill set:

  • Experience in data and analytics, and delivering reporting and insight
  • Power BI, Tableau and Thoughtspot experience will be highly regarded

NAB, invested in you

At NAB, we believe success comes from our people. We're committed to supporting your talent and skills through your career, as you help us build a culture that affects change for our customers - and for the community too.

If you think this role is the right fit for you please apply. Our customers come from all walks of life and so do we, we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our business stronger. To view full details, please refer to the Role Purpose Statement available.

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Please note that candidate screening and interviews may be conducted prior to the closing date of the job advert.