- Your Fraud & Scams experience particularly designing and implementing scam investigation processes, is essential to this role.
- You’ll join a high-performing, growth-focused business, backing talented individuals.
- We win in the right way, which is always putting our customers first.
Our people are customer obsessed. They work in close partnership to prioritise customer needs and deliver exceptional outcomes. This collaborative mindset enables innovation and builds enduring customer relationships supporting our ambition to be the most customer‑centric company in Australia and New Zealand.
In the role of Consultant, Change Governance & Delivery, you will report to Annette Ngov, Manager Change Governance & Delivery and you will plays a critical role in delivering strategic change initiatives across Fraud Operations.
You’ll make an impact each day by:
- Bringing demonstrated experience in Fraud and Scam Operations with respect to designing and implementing scam investigation processes, and developing and delivering scam training
- Working in a delivery squad,
you will lead and project manage small to medium size change initiatives
- Collaborating with stakeholders from Fraud Operations, Contact Centre, Risk teams to understand and qualify the problem statement
- Work with the Business Owners to develop and implement ‘To-Be’ process maps and artefacts to embed lasting process change, identifying gaps and requirements
- Stakeholder engagement, influencing consistency of Process Transformation across the division and alignment to project’s priorities,
- Engaging stakeholders and providing initiative walkthroughs to obtain signoffs for delivery i.e. Solution Design and Benefits
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
- Demonstrated experience supporting or delivering initiatives relating to scams prevention, detection or customer protection.
- Demonstrated experience operating within a contact centre and telephon
📌 Consultant, Change Governance (Vic)
🏢 NAB
📍 Vic