Media
Milestones
2007
2013
2017
2019
2021
2023
Adam Brown starts career at NAB after 10 years working at global professional services firm Deloitte
2007
Appointed head of Advantedge operations, including origination, fulfilment and servicing
2013
Transitions into sales and distribution at Advantedge as head of south, incorporating Vic/Tas, SA/NT and WA
2017
Takes on national leadership role at Advantedge
2019
Establishes a dedicated Broker Experience team to support both NAB and Advantedge
2021
Appointed NAB executive, broker distribution
2023
Getting it right for brokers at NAB
National Australia Bank’s ethos of being “the bank behind the broker” is more than just a tagline – it reflects the bank’s deep-rooted commitment to building strong relationships.
As the leading business bank in the country, NAB understands the significance of these connections, both for brokers and customers. But the people who convert this strong market position into practical action on the ground are key – it requires dedication to continuous improvement and customer-centric service, underpinned by a desire to strive for excellence every day.
In late 2023, Adam Brown was appointed as executive, broker distribution at NAB. His vision and leadership style are centred around finding fulfilment in the dynamic nature of his role and the opportunity to support brokers who play a critical part in guiding customers.
Australian Broker recently sat down with Brown to discuss his new role, his take on the mortgage broking industry in Australia, how NAB can help brokers and their customers, and his outlook for the remainder of the year.
How did you find yourself stepping into this role at NAB in late 2023?
Adam Brown: I’ve been with NAB for almost 17 years, much of it focused on the broker business, having led the operations team for our white-label business, Advantedge, before transitioning to sales and distribution roles.
I’ve had different roles across product, technology, operations and sales, so I have experience in a lot of areas, with the last 10 years being focused on the third party channel.
What excites you most about leading NAB’s broker business and supporting your network of talented professionals?
Adam Brown: I’m passionate about the broking industry. I really enjoy both the industry and the people; they are a great group that all share a similar passion – supporting customers.
As a lender, we play a key role in that. NAB is the bank behind the broker, and we have been for several years. This reflects our commitment to the broker channel and supporting our customers, brokers and aggregator partners.
What is interesting to me is that each year, the number of customers that are choosing brokers for support and guidance continues to increase. Recent data released by the MFAA show that 74% of all loans in the country are originated by brokers, so the role we play in supporting brokers in that is hugely critical.
One of the things that I get a buzz out of is spending time with brokers and our team of BDMs, relationship managers and relationship associates. They are working day in, day out supporting brokers around the country, and each time I visit a different state I get to spend time and talk about what’s going well and what could be improved. It’s great to get this feedback from both brokers and the team, so when I go back to head office, I get the opportunity to make a difference.
This is the dynamic nature of our industry, and the role that I play – it’s what gets me out of bed every morning.
Spotlight
NAB Broker Distribution is dedicated to helping brokers deliver the best customer outcomes, supported by a national network of experienced BDMs and dedicated support through every stage of a customer’s lending experience. As the Bank behind the Broker, we will continue to invest in the broker channel to provide brokers with the tools and support they need to help their customers, empowering them to build success on their own terms.
*NAB is Australia’s biggest business lender according to monthly banking statistics lending data (non-financial corporations) published by APRA, November 2023
Company Profile
1982
Year NAB formed through merger of National Bank of Australasia and Commercial Banking Company of Sydney
38,000
Number of full-time equivalent employees
56*
World ranking among banks as measured by assets
21.7%
Market share of business lending in Australia
31**
World ranking among banks as measured by market capitalisation
Bio
Spotlight
Milestones
Media
Company Profile
Years of experience
17
Adam Brown
Executive, broker distribution at National Australia Bank
Adam Brown discusses how NAB
is helping brokers navigate an
ever-changing market – and why the dynamic nature of the industry motivates him to get out of bed in the morning
Read on
Adam Brown, NAB
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Milestones
2011
2012
2015
2016
2019
2021
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2011
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2012
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2015
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2016
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2019
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2021
Getting it right for brokers at NAB
Spotlight
Karen Adams
President and CEO at Fundserv
Adam Brown discusses how NAB is helping brokers navigate an ever-changing market – and why the dynamic nature of the industry motivates him to get out of bed in the morning
Read on
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NAB has a strong reputation for supporting brokers. Can you elaborate on what this means to you?
Adam Brown: NAB is the bank behind the broker. It’s not just a tagline; it’s something that we live and breathe, and it’s part of our DNA.
At our core, NAB is a relationship bank. Our heritage as Australia’s largest business bank, and the strength of our relationships, gives us a deep understanding of brokers’ businesses. Brokers are small business owners themselves, and they understand the value of building strong relationships with their customers – a foundation we both share.
When a broker introduces a customer to us, it’s important that we serve them well. When a broker introduces a customer to us, and we don’t get it right, that reflects poorly on the broker. But when we get it right, it delights the customer – the customer tells their family and friends, they refer that broker to their next opportunity, and we build both of our businesses in the process. Really, that’s what underpins our bank behind the broker [ethos].
We want to be a great bank for customers – that’s our ambition. That’s what we drive to improve every single day. And that’s what I hope that our brokers see from us as well.
How you see yourself continuing this legacy?
Adam Brown: I think the ambition of any leader is to leave their business in a better shape than when they started. And that’s what drives me.
In my previous role, I was focused very heavily on improving the broker experience through policy simplification, product and process enhancements, and investments in our people and technology. In this [new] role, that doesn’t stop – we continue to want to get better and improve our proposition for our customers and for our brokers.
You’re six months into this role now. What have you been able to achieve so far?
Adam Brown: I’ve had a big focus on getting around the country – checking in with the team, checking in with brokers, spending time with our aggregators and being in listening mode. [They] tell us what’s working and tell us the things they’d still like improvement in so we can continue to evolve and get better.
A big part of my leadership style is to build trust, and trust is something you need to earn, and part of that is [through] those face-to-face interactions and building rapport.
There’s never a shortage of feedback, and so I go and listen. What I’ve learned is, you generally don't change things materially overnight. It’s about incremental improvements that, over time, when you look back, show that you’ve made progress.
Adam Brown, NAB
“We want to be a great bank for customers – that’s our ambition. That’s what we drive to improve every single day. And that’s what I hope that our brokers see from us as well”
“A big part of my leadership style is to build trust, and trust is something you need to earn, and part of that is [through] those face-to-face interactions and building rapport”
Being appointed as
NAB’s executive,
broker distribution
in late 2023
CAREER HIGHLIGHT
1999
2003
2007
2015
2020
2021
Joins NAB as executive broker distribution
2021
Becomes head of private wealth north at Westpac
2020
Appointed head of asset finance at CBA
2015
Named captain of the Waratahs
2007
Named vice-captain of Australia's Rugby World Cup team
2003
Waugh debuts as a professional rugby player with the Waratahs; makes Test debut with the Wallabies
1999
Milestones
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Published 22 Jul 2024
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Advertising
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Contact Us
Contact Us
Australian Broker Talk
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White papers
Webinar
Australian Broker Talk
Resources
TV
Sector Focus
Power Panel
Independent Feature
Executive Team Profile
Exclusive Leader Profile
Business Update
Business Focus
Big Deal
Premium Content
Technology
Reverse Mortgages
Investment Loans
Specialist Lending
SME
Commercial
Specialty
Best In Mortgage
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Copyright © 2024 KM Business Information Australia Pty Ltd
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(last 10 in third party)
“It’s never as bad as it seems and never as good as it appears”
FAVOURITE QUOTE
We get a few validation points along the way, and we’ve had recent success, winning some awards. Our NPS from our brokers is strong and continues to improve, indicating we’re on the right track. But what I really love is when we see brokers providing us unprompted feedback, whether it’s a LinkedIn post or in commentary in the media, that they’ve had a great experience with us, and that their customers have as well.
What keeps you motivated and inspired, both personally and professionally?
Adam Brown: This industry is quite dynamic. There are things changing all the time, and that keeps me interested and motivated. What we’re investing in to make it easier for brokers is another thing that keeps me motivated. Our investment into our simple home loans platform over the last few years has meant that we’re turning around a broker’s application faster than we have ever done before, in a growing number of instances within an hour, which is delighting the customer.
Being a great leader for my team is also a motivator. I want them to be proud to work for NAB and of what they do. Achieving this means our brokers and our customers will benefit, and that’s a huge personal motivation.
However, it’s important to have balance. I’ve got a wonderful family, and I enjoy spending time with them. We’re all very active, and I like to stay fit and healthy as that helps me to be my best.
As you move further into the role, what are you most looking forward to achieving?
Adam Brown: Helping NAB stand out as the bank of choice for our customers and, importantly, for our brokers.
What opportunities exist for brokers in the next 12 months? And how will NAB help brokers achieve them?
Adam Brown: The next 12 months is going to be an interesting time.
Reflecting on the last 12 to 18 months, we’ve had a raft of rate rises, we’ve come out of a global pandemic, we’ve had an economy that has performed well and probably better than most expected. We’ve got customers that have navigated the choppy seas well, but there are signs of stress. Customers are making life choices around the things that they spend money on – there are some that are more challenged than others and will need support.
The broker plays such a critical role in providing that help, guidance and support. But equally, we have a role to play as a bank supporting these customers.
We know brokers are doing it tough also, because they’re homeowners, they’ve got mortgages, they’ve got small businesses. We’ve got things like counselling services that we have available to our employees, but we also extend that to our brokers. It’s not NAB specific, but it’s an independent counselling service that we’ve made available.
Another thing that I think we can help brokers with, and customers, is around scams and fraud. Unfortunately, we’re seeing growing instances of it – and there’s good news and bad news with that. The good news is we’re catching more, and we’re alerting customers to more of it. The bad news is that some customers are still being impacted, and we all have a role to help with education and prevention.
For brokers and their businesses, we’ve got a suite of free training materials and a security hub that they can engage with. It has a range of tools and information to help brokers protect their businesses, and to help protect their customers.
* S&P Global Market Intelligence 2023 ranking
** ADV Ratings, 2023
Being appointed as
NAB’s executive, broker distribution
in late 2023
CAREER HIGHLIGHT
