Senior Associate

Job Title:

Senior Associate Work Type:

Permanent Location:

DLF Downtown, Sector 25A Phase 3, Block 4, Gurugram, IND

It’s more than a career at NAB. It’s about more meaningful work, more global opportunities and more innovation beyond boundaries .

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

NAB has established NAB Innovation Centre India as a centre for operations and technology excellence to support NAB deliver faster, better, and more personalized experience to customers and colleagues.

At NAB India, we’re ramping-up and growing at a very fast pace. Our passionate leaders recruit and develop high performing people, empowering them to deliver exceptional outcomes to make a positive difference in the lives of our customers and our communities.

Key Decisions

• •Works collaboratively with the Team Leader to provide feedback around customer trends.
• •Assess and refer vulnerable and aggressive customers to a Team Leader.

Key Responsibilities

Manage and resolve customer interactions through digital channels using a range of systems and tools to achieve a high level of customer satisfaction. Raise customer pain points through the Customer Voices program.

Follow daily schedule as communicated through WFM/WFO to ensure correct service level coverage for customers.

Deliver on customer interactions that are aligned to the Great Customer Conversation framework.

Manage customer feedback, appropriate use of delegation authority and record into nabONE system. Escalation to a Team Leader where required.

Adherence to policies and procedures outlined in NAB policy to ensure risk compliance.

Provide professional and ethical behaviour in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position.

Completion of all assigned training modules within deadlines, maintain personal records where required.

Maintain an appropriate level of product and process knowledge.

Attendance and participation in group meetings/huddles, individual coaching and development conversations.

A diverse and inclusive workplace works better for everyone:

Our goal is to foster a culture that fills us with pride, rooted in trust and respect. NAB is committed to creating a positive and supportive environment where everyone is encouraged to embrace their true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

More focus on you:

We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities

Join NAB India:

This is your chance to join NAB India and along with your experience and expertise to help shape an innovation driven organisation that focuses on making a positive impact in the lives of its customers, colleagues and communities

To know more about us please click here

To know more about NAB Global Innovation Centres please click here

We’re on LinkedIn: NAB Innovation Centre India