SVP Dispute Operations

3 days ago

Gurugram, India NAB Full time

Purpose:

  • SVP Disputes is responsible for the leadership, development and capability uplift of the Associates to support customers to deliver a superior customer service for all transactions. The Lead will drive operational efficiency and productivity and ensure we meet our risk and compliance obligations whilst supporting our customers to achieve their goals.
  • Provide leadership, direction and engagement to a team of ~10-15 FTE. This includes spending 70% of your time in regular, scheduled coaching with your team, including side by side in process reviewing.
  • Proactively reviewing feedback including quality scores and customer complaints, and integrating into Advisers’ coaching and performance management.
  • Responsible for ensuring that team members are reviewing and assessing each customer case within service level.
  • Working closely with a wide range of teams and stakeholders across NAB, and to identify business and process improvement opportunities, while adhering to compliance and regulatory standards.
  • You will manage escalations and provide resolution where team members cannot - ultimately you will ensure an exceptional client experience is delivered during every interaction.

Key tasks; accountabilities and challenges of this role

  • Lead teams to oversee and deliver daily workload ensuring transactions are completed in accordance with customer service level agreements and external timeframes;
  • Key point of contact for escalation, support/direction, service/performance analysis, problem resolution, appraisal, coaching, mentoring, provision of information, support and facilitation of ideas.
  • Work with teams to oversee and ensure all client instructions are processed in accordance with their wishes and that exceptions are escalated in accordance with established policies and procedures
  • Lead team and liaise with partners and team, and HO/Manager when required, to resolve and rectify service delivery issues
  • Ensure team is correctly resourced through utilisation of capacity management frameworks
  • Demonstrate professional and ethical behaviour in all actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

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