Vice President-HR Operations

Location: Gurugram, India

Work Type

Permanent

Location

Gurugram, India

It’s more than a career at NAB. It’s about more meaningful work, more global opportunities and more innovation beyond boundaries .

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues.

At NAB India, we’re ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities.

At NAB, we're on a mission to be the most customer-centric company in Australia and New Zealand. Our culture is built around being customer obsessed, keeping it simple, moving with speed, owning outcomes, and winning together, while fostering an inclusive environment where everyone can bring their authentic selves to work.

Why do we need this role?

• We need an experienced leader, to coach, develop and lead an engaged team to support Colleagues, providing resolution for HR queries & needs, delivering an excellent experience for colleagues.
• This role is critical to enable colleagues to deliver on the customer strategy.
• To monitor & manage control execution, identify risks and report accordingly. Develop strong processes and controls to eliminate known risks and champion the identification of risks across the business.

Key Accountabilities / Decisions

Operational Management inclusive of…

• Escalation of complex customer issues and engagement with relevant leaders and stakeholders timing and sequencing of work including prioritisation.
• Colleague experience - Adherence to KPI's and targets for SLA and customer satisfaction.
• Deliver on strong risk and control outcomes.
• Ensure ASIC protocol checks completed within 10 business days,
• Adhere to SLA's and KPI's outlined in performance plan.
• Adherence to operational planning with daily, weekly, monthly and quarterly planning schedules.
• Adherence to organisational and regulatory compliance requirements including ASIC & colleague remediation.
• Complete monthly quality assurance on all Associate colleagues.
• Behaving in accordance with NAB's code of conduct and demonstrating the enterprise behaviours in all customer, community and colleague interactions.
• Coaching, monitoring, supervision of direct reports to ensure they have the skills and knowledge to perform.

Key Responsibilities

• Lead a team of 10 direct reports Responding to cases via the ServiceNow portal within provided Service Level Agreements (SLAs)
• Lead and motivate team: manage operational rhythm and performance management, support colleagues, facilitate team meetings, perform QC, 1:1's
• Meet agreed quality, productivity targets and customer satisfaction (CSAT) rating expectations
• Promotion of self-service by showcasing available KAs in the ServiceNow portal
• Contribution to a continuous improvement culture by suggesting improvements to operational activities (as necessary)
• Accurate data input of Real Time Management (RTM) tasks.

Qualification requirements

• Business / Human Resource Management (preferred)
• 5+ year’s relevant experience in Leadership within operational or HR environment
• AOM Practitioner Certified (preferred)

A diverse and inclusive workplace works better for everyone

Our goal is to foster a culture that fills us with pride, rooted in trust and respect. NAB is committed to creating a positive and supportive environment where everyone is encouraged to embrace their true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

More focus on you

We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities

Join NAB India

• This is your chance to join NAB India and along with your experience and expertise to help shape an innovation driven organisation that focuses on making a positive impact in the lives of its customers, colleagues and communities
• To know more about us please click here
• To know more about NAB Global Innovation Centres please click here
• We’re on LinkedIn: NAB Innovation Centre India