Manager, Scam Dispute Resolution

• Job number:

  807846

• Primary position location:

  NSW- Sydney CBD

• Primary position location:

  VIC- Melbourne CBD

• Category:

  Banking & Financial Services

• Work type:

  Permanent Full time

• Closing at: Jun 19 2026 - 23:55 AEST

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• Build a new team leading NAB’s response to landmark scam legislation

• Lead complex complaints and dispute resolution in a high-visibility, high-impact role

• Drive innovation using AI and emerging technology and smarter ways of working

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

As the Manager, you will join the NAB Resolve Team to establish a new team designed to respond to exciting new scam legislation and manage complaints in an area that is an Australian first. This is an opportunity to shape a function from the ground up, lead through change and create a modern, customer-focused approach that builds trust, improves outcomes and positions NAB at the forefront of scam dispute resolution.

Each day, you’ll go above and beyond to:

• Establish and lead a new high-performing team focused on scam-related complaints and dispute resolution.

• Embed NAB’s customer service behaviors in NAB Resolve’s culture.

• Manage the investigation and resolution of complex case managed complaints.

• Deliver an outstanding customer experience to build advocacy and trust with our customers.

• Maintain the NAB complaints quality framework across the team and support and monitor customer outcomes that are being achieved.

• Champion innovation by identifying opportunities to utilise AI and data to improve workflows, insights and customer experience.

• Create a supportive, inspiring and customer focused environment for all colleagues at NAB.

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

• Strong leadership experience in complaints, dispute resolution, operations, risk, quality or a closely related environment.

• A proven ability to build and lead high-performing teams through ambiguity, change and growth.

• Empathy, patience, and a genuine desire to help others with the ability to case manage complex enquires.

• Strong problem-solving abilities, critical thinking and time management skills with the ability to deliver outcomes through continuous improvement.

• Passionate about creating better outcomes for customers and improving their experience.

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 environment, 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.

For details on the recruitment process, and accessibility, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via [email protected] (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.