This role was largely focussed on finance partnering with the Personal Bank’s largest contact centres, with adjunct periods covering the Retail network and Business Banking contact centres. As a key member of the contact centre’s leadership team, I provided financial advice and strategic commercial insights to influence the management of NAB’s largest call centre.This included analysis and advice on options to drive productivity, commercial assessment of proposed productivity initiatives and assisting in delivering initiatives and new technologies in line with strategic agendas. Stakeholder management across all levels of the bank was a critical aspect to this role; covering not only all areas of the contact centre, but also finance, technology, project management teams, the Retail network and other contact centres.

Provision of financial advice and commercial insights to NAB Assist (Collections/Valuations) and NAB Servicing (Complaints/ Mortgage Servicing). This included advice on options to drive productivity, performance reporting and forecasting (with options/risks to achieving plan). Essential to this role was being able to synthesise large amounts of data into recommendations and engaging with stakeholders.

Enterprise Services & Transformation covered all back-office functions including technology, collections, fulfilment, property etc.Provision of financial advice to the Group Executive of Enterprise Services & Transformation enabling successful management of various central funding pools and contribution to the overall financial performance of Enterprise Services & Transformation. Preparation of month-end, quarterly, half year and full year reporting including cross-team coordination and analysis. This included continuous process improvement of processes delivering productivity gains and improved accuracy/consistency of analysis/commentary over time.Oversight of the FTE reporting processes & outcomes for Enterprise Services & Transformation, including continuous improvement to achieve better accuracy and consistency of reporting and insights.

Group Business Services covered all back-office functions including technology, collections, fulfilment, property etc.