Job Title

As a Manager in External Dispute Resolution (EDR), you will lead the EDR team and embed a culture that is customer centric, efficient, and timely to support the delivery of consistent and fair customer outcomes. In addition, you will support and build a culture of continuous improvement and innovation within the team.Responsibilities:Role model customer service behaviours and do the right thing by our customers.Complex problem solving and delivering fair outcomes.Support develop strategy for complaint management across all of NAB Resolve.In this role, you will:Motivate and inspire a high performing team that manages complex complaints.Lead and support case managers with AFCA complaints and maintain a highly respected relationship with AFCA.Role model issue identification, strategic negotiation and drafting/responding to complex complaints.Support develop strategy for complaint management across NAB Resolve.Monitor performance and insights being generated from complaints data to remove barriers and identify areas for continuous improvement.Deliver an outstanding customer experience to build advocacy and trust with our customers.Create a supportive, inspiring and customer focused environment for all colleagues at NAB.What youll bring:Proven experience in conflict resolution, banking or risk within banking and financial services. Legal experience is not essential but preferred.Understanding and knowledge of the regulatory environment and standards.Knowledge of AFCA responsibilities or dispute resolution processes.Excellent stakeholder engagement and customer centric approach.Ability to look at the bigger picture and embed a strategic mindset to improve performance across complaints management.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 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.Join NABIf you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted. #J-18808-Ljbffr