Khaled Hussein Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

- Established, led, and transformed a national Onboarding Centre of Excellence, responsible for a team of leaders whose teams process all onboarding requests for NAB Business customers across phone, branch, and digital channels.- Ensured a seamless, high-quality customer experience while maintaining full KYC compliance and driving operational excellence and revenue growth.

- Project managed the initial setup and structure of a newly created division comprising of 250 Business Bank colleagues, encompassing Sales, Variation, and Complex Servicing functions, before transitioning to managing its ongoing operations.- Collaborated across domains and with stakeholders to generate data-driven insights, support strategic decision-making, and implement operational enhancements, driving improved performance and efficiency across the division.

- Oversaw the establishment and transformation of a specialised Business Banking Retention Unit. - Responsibilities included leading strategic outbound calling programs targeting key retention events for customers showing a propensity to defect and managing an Inbound contact centre dedicated to supporting and retaining customers who show an intent to leave.

800 Bourke Street, Docklands

- Led a contact centre team comprising of home lending bankers, focused on providing tailored retention solutions for NAB Personal Bank customers who come through the inbound service centre channel and show signs of defection. - Responsibilities included real-time monitoring of call queues, workforce planning, performance management of staff, and adherence to service levels.

800 Bourke Street

- Led a team which specialised in outbound calling programs designed to retain defecting customers and win back customers who have already left the bank.

- Delivered tailored lending solutions to deepen customer relationships and grow market share.