- Your Fraud & Scams experience particularly designing and implementing scam investigation processes, is essential to this role.
- You’ll join a high-performing, growth-focused business, backing talentedindividuals.
- We win in the right way, which is always putting ourcustomers first.

Our people are customer obsessed. They work in close partnership to prioritise customer needs anddeliver exceptional outcomes.Thiscollaborativemindsetenablesinnovation and buildsenduringcustomer relationshipssupporting our ambition to be themost customer‑centric company in Australia and New Zealand.

In the role of Consultant, Change Governance & Delivery you will report to Annette Ngov, Manager Change Governance & Delivery and you willplays a critical role in delivering strategic change initiatives across Fraud Operations.

You’llmake an impact each day by:

- Bringing demonstrated experience in Fraud and Scam Operations with respect to designing and implementing scam investigation processes, and developing and delivering scam training
- Working in a delivery squad, you will lead and project manage small to medium size change initiatives
- Collaborating with stakeholders from Fraud Operations, Contact Centre, Risk teams to understand and qualify the problem statement
- Work with the Business Owners to develop and implement ‘To-Be’ process maps and artefacts to embed lasting process change, identifying gaps and requirements
- Stakeholder engagement, influencing consistency of Process Transformation across the division and alignment to project’s priorities,




- Engaging stakeholders and providing initiative walkthroughs to obtain signoffs for delivery i.e. Solution Design and Benefits

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

- Demonstrated experience supporting or delivering initiatives relating to scams prevention, detection or customer protection.
- Demonstrated experience operating within a contact centre and telephony-based service environment.
- Experience working with Agile and Waterfall methodology/projects
- Ability to work in complex environments across multiple streams/evolving timelines
- Sharp Stakeholder Management and influencing skills
- Advanced Analysis & Problem Solving with demonstrable measurement techniques
- Inquisitive mindset coupled with strong investigation skills to get to the source of an issue
- Qualifications or experience in Lean Six Sigma method will be highly regarded.

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive setting, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

Join NAB

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📌 Consultant, Change Governance & Delivery (Fraud & Scams) (Melbourne)
🏢 National Australia Bank
📍 Melbourne