Spotlight on the National Australia Bank

What sensitive personal information and jobs are being sent offshore?

Consumer Banking Solutions and Customer Service and Delivery – 107 jobs from Melbourne to Jaipur (contracted to Genpact)

Roles include:

• Credit Card Account maintenance,
• Credit Card account origination,
• Personal Loan verification,
• Document preparation and audit,
• Visa and Mastercard Chargebacks,
• Reconciliations and retrievals.

Customer details to be sent offshore include:

• identification checks,
• account details,
• credit card numbers and expiry dates,
• address details, signature,
• earnings,
• employment status,
• debts,
• assets and liabilities

Accounts Payable – 20 jobs
Operations and Finance Information Management – 80 jobs from Melbourne to Banglaore (contracted to Accenture)

Roles to be off-shored include:

• Internal administration and payment to the banks suppliers,
• Sourcing suppliers,
• Contract management,
• Supplier management,
• Financial forecasting and reporting.

Concerns remain that some functions may require accessing customer data offshore.

International Trade and Payments – 53 jobs from Melbourne to Chennai (contracted to ABN AMRO

Roles include:

• Currency bookings and customer payments
• Customer details to be sent offshore:
• Account details

Wealth Management Financial Reporting Infrastructure and Information Management – 41 (FTE) jobs from Sydney to Bangalore (contracted to Accenture)

Direct Sales and Service – 45 jobs from Melbourne to Jaipur (contracted to Genpact)

Roles include

• Customer email inquiries on processing of applications, data entry of home loan details, processing of transaction card applications
• Customer details to be sent offshore
• Account details
• Financial information
• Identification details

PAC, Payroll administration and People and Performance assistance – 75 jobs from Melbourne to TBD

Roles include

• Personnel support and administration for all NAB Australian staff
• Customer details to be sent offshore:
• As all 24,000 NAB staff must compulsorily be NAB customers, all payroll, performance, leave, account and other information will be sent offshore. To date over one thousand staff have called on the bank to seek their express permission before any of the data is sent.

Many more jobs remain under active review at NAB across a wide range of functions

What the bank says

“NAB Chief Executive Mr Stewart also expected the offshoring of jobs by the bank will increase from a current 20 – 30 people to around 200.
‘Most banks will keep customers facing jobs but back office jobs will be done in place like India and China.’ he said”.

The Australian 27 November 2006