Reporting to the National Manager I was responsible for leading the specialised Associate Broker team across three states, working closely with Retail and Direct to deliver Broker / Customer experience and improve Broker advocacy. I drove cultural change, integrating Broker, Retail, & Direct sales teams to maximise opportunities and lift the Main Bank and Net Promoter Score (NPS). Working closely with the Retail and NABBroker leadership teams to ensure alignment with the Strategy and vision for the segment I developed established stakeholder relationships – Internal (Retail, Direct, Broker Partnerships) and External (Broker and Aggregator) and local Broker with local Branch and coached team members to build capabilities and ensured the delivery of a superior customer experience.I integrated Broker Services into the Call Centre at Rhodes, facilitated workshops, assisted in up-skilling and worked with the teams to implement change.

As Branch Manager I reported to the Retail Customer Executive and was responsible for seven team members implementing the strategic visions of the business by leading and developing the team towards a strong service and performance culture. I managed a portfolio of commercial/corporate and retail clients and the day to day operations of both units and acted as Retail Executive Manager for the Greater Southern Region as required.My key achievements in this role included:• Leading the Wollongong Team to achieve local awards including Winner ‘Major Store’ in 2016, 2014 and 2012, Wollongong City Retail and Business Awards• Contributing to the launch of the 2016 NAB onboarding program shown at NAB’s senior leader gathering• Achieved scores +48 and 51 for the Wollongong and Figtree branches respectively Net Promoter Score (NPS) in the Local Area Market with NAB currently sitting -11 YTD• Wollongong Branch showcased on NAB intranet page six times in last five years as the benchmark for customer advocacy through high levels of staff engagement and customer service• Launched NAB’s People Leader Fundamentals program in 2013 with a story on my leadership and detail of the program on NAB’s intranet site• Performance recognised through selection to annual Night of Nights event three times in five years for high performance.