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Consultant Client Services

National Australia Bank - North Sydney, NSW

Source: uWorkin


The Senior Consultant provides senior operations support for the public and secure websites along with mobile apps for the MLC and Plum business. The role includes prioritisation of incidents with the business and technology teams, managing and prioritising the workflow for the operations analysts and supporting the resolution of incidents and remediation of events.
You will be a champion for working with business areas to improve the operations of our digital assets.

Your key responsibilities will include:

  • Operational & business management of services inc. Member benefits program and digital calculators to ensure service continuity as well as innovation to drive inflows & reduce attrition
  • Business and vendor management to maintain continuity of services & meet trustee obligations
  • Compliance of services with relevant legislation, regulations and class orders
  • Managing all the support queries for the mobile apps, public and secure websites
  • Assist in coordinating day-to-day workflow for the team and prioritise work requests
  • Help manage the day to day operations risk controls including the tracking and reporting of daily audit activities for the team
  • Oversee the quality of support activities the analysts complete and track/measure service standards
  • Work with the Digital Operations Team analysts to identify potential areas of improvement and recommend implementation strategies. Lead the implementation of BAU improvements
  • Support testing and releases of small to medium changes on the MLC website
  • Identify issues that arise and work with the teams across MLC or relevant vendors to resolve
  • Provide input into the digital maintenance backlog and engage Product Owners to identify opportunities to implement changes
  • Engage daily with our technology partners to provide business insights and assist in the prioritisation of incidents
  • Work with Digital Technology Team to prioritise and implement technical updates and developments, including regular reviews, user testing and liaising with internal technical teams and agency partners to optimise digital performance
  • Ability to lead the investigation and resolution of risk events that occur on the platforms from analysis through to client remediation activities
About You
Key skills and experiences required will include;
  • Tertiary qualification in Engineering, IT, Analytics, Project Management, Business or a relevant field
  • Strong project management experience
  • Experience working with digital platforms including secure and public channels
  • Exposure to a range of tools such as Confluence, Jira and Service Now
  • Experience working in high volume support teams
  • Exposure to regulatory requirements such as obligations relating to transaction processing and privacy legislation
About Us
At MLC Wealth, we believe success comes from our people. We're committed to supporting our people as you help us build a business and culture that affects positive change for our clients - and for the community too.

The Benefits
From education and volunteer leave to learning benefits and banking discounts, we offer access to a wide range of employee benefits. For more information please visit .

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

If you're ready for the next step, apply today!

Please note, given the potential sale of MLC to IOOF (pending APRA approval), organisational change is anticipated.

Advertised: 31 Mar 2021 12:00 AM AUS Eastern Daylight Time
Closing: 09 Apr 2021 11:55 PM AUS Eastern Standard Time

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Privacy agreement Position Location Job No. Close date
Various 764055 9 Apr 2021
The Senior Consultant provides senior operations support for the public and secure websites and apps

Expression of interest


Current opportunities Position Location Work Type
Various Fixed-term Full time
The Senior Consultant provides senior operations support for the public and secure websites and apps

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