Job Posting End Date:

Worker Type:

Permanent

This role supports NAB’s Contact Centre by monitoring service performance, analyzing incidents, gathering insights and trends to provide a clear view of as-is experience and actionable plan to improve customer experience. It ensures visibility of customer and colleague impacts, highlights business implications of technical issues, and helps improve customer experience through accurate insights and communication. The role also owns the weekly CCT (Contact Centre) Lived Experience dashboard and communications, providing a consolidated view of all customer and colleague-impacting incidents across multiple channels to inform leadership forums and risk discussions.

KEY RESPONSIBILITIES

Service Monitoring and Reporting

• Own and maintain the weekly CCT (Contact Centre) Lived Experience dashboard and related communications.
• Consolidate incidents from ServiceNAB, Personal Direct (including Teams Chat), Business Direct, Fraud Operations, NAB Assist, and White Label, etc.
• Track SLA compliance, scorecard metrics, technology downtime trends, banker downtime trends, and overall service performance.
• Monitor NPS and customer feedback loops to understand service impact and highlight trends.
• Prepare accurate periodically reports for leadership forums, including CIO Risk meetings.

Incident and Impact Analysis

• Review incident reports, identify root causes, and analyze patterns in recurring issues.
• Assess business implications of technical disruptions and provide clear context for decision-making.
• Work with DCO (Division Control Office) and other stakeholders to validate findings where relevant to service interruption risks

Data Analytics and Communication

• Perform analysis to identify gaps, trends and anomalies in service performance, reporting or system limitations and suggest improvements
• Ensure data accuracy and make insights visible through clear reporting and dashboards.
• Present complex information in a simple, clear way for executives and forums.

SKILLS AND QUALIFICATIONS

• Strong Business Analysis skills with attention to detail
• Basic technical understanding of IT systems and incident management
• Proficiency in data collection, reporting, and visualization tools
• Ability to communicate complex issues in a simple, clear manner
• Analytical mindset and problem-solving capability.

Preferred Experience

• Previous experience in contact centre operations, service reporting, or customer experience roles.
• Familiarity with incident management processes and IT service frameworks.
• Exposure to risk assessment or working with governance teams.

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.