Head of Operations jobs

• Shape workforce strategy across Personal Banking and Ubank influencing customer and business outcomes.
• Lead operational excellence, workforce optimisation and system enhancements in a complex faced-paced environment.
• Partner with senior leaders to build high performing teams and deliver exceptional customer experiences.

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 Head of Operational Workforce, you will work closely with Enterprise Workforce Planning & Productivity team, contributing to key business priorities and continuously improving how we serve our customers.

You’ll make an impact each day by:

• Contribute input and feedback of the strategic planning process within assigned portfolio, accountable for the delivery of sophisticated, complex planning and analysis to achieve operational vision, goals and strategic direction of the business
• Optimisation of assigned portfolio through regular assessment against strategic filters, resource constraints, financial parameters and change. Deliver and maintain WFM insights and support domain strategic objectives
• Manage financial planning and forecast, oversee FTE and position management and leave management
• Partner with relevant business partners to maintain workforce models, insights reporting and continuous improvement
• Build fact bases, conduct analysis and develop insights, options and recommendations to inform senior decision making.
• Prepare high quality packs, papers, storylines and supporting materials for executive audiences.
• Maintain strong documentation, quality control and compliance with NAB policies, risk requirements and confidentiality expectations.

You’ll bring to this role:

• Extensive experience within workforce planning, operational excellence
• Experience developing strategy, business cases, operating models, investment recommendations and executive / Board-level materials
• Experience working with senior stakeholders in large global complex organisations
• Experience managing retail/Branch network and contact centres within workforce planning highly desirable.

A diverse and inclusive workplace works better for everyone

We know that when our colleagues feel valued and celebrated for who they are, our customers experience banking that fairer, more accessible, and designed with who they are in mind. That’s why we’re built a culture of inclusion and respect, where colleagues voices are heard and valued, and everyone is supported to bring their authentic selves to work.

For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit https://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 NAB

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.

“#LI-DNI”