Daniel Nancarrow Email & Phone Number

Perth, Australia

Perth

Sydney, Australia

As Manager - Voice of the Customer in NAB's Self Directed Wealth business, I collect feedback and insights from customers and engage business teams (Digital, Product, Marketing, Operations, Front office etc) to ensure they are able to make decisions based on an informed understanding of customers views, expectations and pain points.

Sydney, Australia

Responsible for leading several service teams through the migration of NAB Online Trading to nabtrade and into the first year of operation. This included recruiting and managing 3 teams of 45 service and support staff.Key achievements include:- #1 in telephone satisfaction across the big 4 banks by October 2013. - #1 in email satisfaction across the big 4 banks - Staff engagement above both Self Directed Wealth and NAB Group average during the first year of operation.

Sydney

Reporting to the Responsible Executive for Trading, in this role I lead a team of 12 BAs and was responsible for:- Development of contact centre requirements and wireframes for the nabtrade portal including workflow and CRM- User acceptance testing- Documentation and testing of processes and procedures- Implementation of induction and ongoing contact centre training- Buildout of the knowledge management system for front line staff support- Recruitment of contact centre… Show more Reporting to the Responsible Executive for Trading, in this role I lead a team of 12 BAs and was responsible for:- Development of contact centre requirements and wireframes for the nabtrade portal including workflow and CRM- User acceptance testing- Documentation and testing of processes and procedures- Implementation of induction and ongoing contact centre training- Buildout of the knowledge management system for front line staff support- Recruitment of contact centre staff including the development of a recruitment framework incorporating internal assessment centres- Design of telephony call flow for nabtrade and WealthHub.Key achievements:- Built and launched the nabtrade contact centre in October 2012. - Passed independent audit of systems and processes with no reported breaches. Show less

Sydney, Australia

In this role I was responsible for leading three teams (16 FTE) which supported Australia's largest retail exchange traded options desk. Teams consisted of a High Value Client desk, Exchange Traded Options Designated Trading Representatives and a team of client service officers.

Sydney, Australia

Sydney, Australia

Commerce, Finance & Strategic Economic Analysis

Commerce degree. Major in Finance and Strategic Economic Analysis

Graduate Diploma, Applied Finance & Investment