Team Lead, Business Operation (Drco)

ABOUT THE JOB
• Lead a team responsible for managing deregistered company cases that necessitate investigation, blocking, and account closure, including funds transfers and preparation of remittance file, ensuring compliance with obligations and NAB's code of conduct.
• Work closely with onshore Lead and Consultant in DRCO (Deregistered Company Operations) to deliver business goals by providing direction, leadership, and coaching to the DRCO team.
• Coordinate the daily activities of the NAB Vietnam DRCO team ensuring that work is completed efficiently, accurately and within the standards set out in Service Level Agreements, service standards and performance targets, and in compliance with policy, procedure and statutory requirements.
YOUR JOB RESPONSIBILITIES
• Resolve customer account issues and perform quality checks and assurance as SME.
• Use strong relationship and coaching skills to achieve business goals through the leadership of people and other key stakeholders including the development of quality internal and external networks.
• Setting clear and measurable goals for the team aligned with organisational KPI's.
• Capacity planning and developing cross-skilling strategies to ensure the business is operating effectively, working closely with the onshore Lead, DRCO to ensure effective balance of resources on work.
• Ensure the team delivers an exceptional customer experience and grows customer advocacy of NAB as well as positive feedback from colleagues across NAB.
• Monitor individual & team performance, team engagement, providing performance feedback including recognition and performance improvement plans.
• Identifying opportunities for improvement of process and operating rhythm, providing input to establishing, managing and reporting of activities and issues.
• Lead on and deliver on strong risk and control outcomes by delivering customer outcomes, managing financial and non-financial risk and maintaining team's compliance with risk appetite, obligations and policies.