Job Description

About NAB Innovation Centre India (NICI)

The global pandemic has accelerated a generational shift in technology. Today, 94 per cent of customer transaction activities are online, a clear departure from face-to-face banking. While NAB has strong technology foundations, we continue to drive our own digital transformation to match our customers expectations. Always looking to improve the way we operate for faster delivery and more efficiencies. Were running our operations end-to-end in house, helping us develop our deep expertise and leading capabilities to deliver exceptional outcomes. Our new NAB Innovation Centre India (NICI) will support NAB to deliver faster, better and more personalised experiences to customers and colleagues. Based in Gurugram, India, NICI will drive our innovation program and spark more opportunities.



To provide support to the Unit in the delivery of the Units activities, with the overall objective of support and control of risk within the Unit/Group . To support the Unit by attending to a range of administrative activities in order to ensure that Managers/Team Leaders are facilitated in the provision of an efficient and high-quality service to internal and external customers.

To support the Business Unit Head/Operations Manager/Team Leader. To perform the more complex processing/administrative services functions efficiently and accurately in accordance with policy and procedure, and/or coordinate the activities of a small number of Team Members

Key tasks; accountabilities and challenges of this role

• To process the allocated workload within the area of operation, efficiently, accurately and within the timescales and standards set out in service level agreements, service standards and performance targets, utilising systems/equipment as required, in order to provide internal and external customers with a high quality service.
• To bring to the attention of the Team Leader or Operations Manager any problems or issues identified in the course of the job holders work that might impact on the level and quality of service provided, to enable corrective action to be taken.
• To carry out quality control and necessary checks on own and team members work as dictated by policies and procedures. o To carry out quality control and necessary checks on colleagues work as dictated by policies and procedures.
• To maintain awareness and comply with all aspects of policy, procedure and statutory requirement, in order to maximise efficiency and minimise risk to the Group and its employees.
• To provide on the job training and coaching for team members or less experienced colleagues.
• Record statistical data re team activity as required for inclusion in statistical analysis of work flows and productivity. .
• Ensure that all work is performed in accordance with the requirements of the Health & Safety Policy, procedures and legislation. Take reasonable care for own health & safety, as well as that of others.
• Provide professional and ethical behaviour in your actions by ensuring compliance with external legislation, bank standards a nd internal operating policies and procedures relevant to the position.
• To conform with all internal operating policies and procedures relevant to the position

• Has general knowledge of products, policies & procedures re loans
• Has sound understanding of contracts & relevant regulations
• Processes loans, dealing with more complex & difficult tasks
• May handle telephone enquiries from clients & branches re loan products & prepares file changes
• Maintains up to date knowledge of latest fraud trends & appropriate industry contacts
• Resolves loan enquiries/complaints
• Proceeds with settlement incl issue of cheques once sign off is obtained that companys position is not at risk

• Relevant degree desired (BBus, BComm, BEcon, BMaths)