NAB Case Study

In partnership with NAB, Fusion successfully translated a graduate methodology to deliver nongraduate, high volume recruitment of Call Centre Customer Operations staff.

Overview

NAB and Fusion have successfully partnered since 2018 to deliver the recruitment of NAB’s early careers’ programs (graduates & interns). The scope of this partnership expanded in 2020 to include the delivery of recruitment services for NAB’s newest cohort of frontline entry-level bankers. Over the next 6 months, this saw the successful recruitment and onboarding of two intakes of 50+ Customer Operations Team Members & Associates.

Our Objective

The primary objective of the Customer Operations campaign was to secure quality, gender diverse talent to commence the role within 6 weeks of advertising the positions whilst aligning to NAB’s strategic priority of ‘Delivering for Customers’.

NAB prides itself on a positive candidate experience in all instances and this was placed at the forefront of the campaign. So, given the unique nature of the roles, it was important to ensure that a realistic job preview was showcased throughout the attraction and recruitment process. And, given the timing of the campaign, it was also important to ensure this could all be achieved via a virtual technology solution to comply with ongoing COVID 19 lockdowns and restrictions.

The Approach

Engaging the support and expertise of Fusion meant that NAB’s project team could priorities the management of internal processes and stakeholders required to support the quick turnaround while Fusion focused on the administration, design, and delivery logistics.

To ensure a strong alignment to ‘Delivering for Customers’. There was extensive consultation with stakeholders and analysis of the role to determine the underlying behaviours that would predict success. This information was used to refresh the already customised situational judgement assessment and to formulate clear, transparent job ads and marketing messages.

The use of innovative technologies, including the Push Apply Applicant Tracking System (ATS), meant the entire process was conducted virtually. From application form, online testing, video interview, through to the final assessment centre, candidates were engaged and assessed via an immersive virtual experience.

Quick, effective candidate communications and feedback at each stage.
Real-time, live attraction metrics to analyse applicant demographics and track diversity data.
Customised and branded psychometric assessments and video interviews.
Virtual assessment centres supported by our innovative Digital Assessment Centre (DAC) tool.

The expert use of available technology ensured an immersive virtual encounter for both candidates and NAB assessors, all of whom were able to fully (and virtually) participate in the experience.

Results

50+

Roles filled in less than 6 weeks

55%

Female intake

100%

of the process delivered virtually

Conclusion

Through the effective use of detailed project plans, innovative technologies, and a strong working relationship between NAB and Fusion project teams, all the objectives associated with the recruitment and onboarding of two large cohorts in a short space of time were met.

This project demonstrates Fusion’s ability to take our graduate systems, methodologies and expertise and translate it seamlessly to meet the needs of other, large scale recruitment campaigns without compromise on quality outcomes.