Mortgage Broker Support Team Manager

3 weeks ago

Makati City, National Capital Region, Philippines Lendi Group Full time

Lendi Group is the group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.

We're revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.

At Lendi Group we value work life balance. Our flex-first policy enables our team members to choose how they do their best work; home, office, or flex

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We're passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone's unique identity.

Job Description

About the role:

The Broker Admin team is a vital part of Lendi's Credit and Operations function. We are seeking an experienced professional with a strong background in the mortgage industry to join our expanding leadership team. Following the successful launch of the Broker Admin program in October 2024, we are now scaling the team to meet increasing demand from the wider broker network while maintaining the program's high standards and delivering exceptional results.

As a Mortgage Broker Support Team Manager, your role extends beyond managing people. You will engage in a mix of strategic, operational, and client-focused responsibilities, ensuring the team operates efficiently and continues to deliver outstanding value to brokers and their clients.

This is a unique opportunity for an ambitious leader looking to take the next step in their career. You'll play a critical role in shaping the future of the Broker Admin program while contributing to Lendi Group's overall success.

Responsibilities:

  • Oversee the satisfaction and expectations of the Broker Admin program, ensuring it meets high-quality standards through regular catch-up sessions with the Franchisees, Mobile Brokers and Broker Admins.
  • Partner with senior management to align team performance and initiatives with business objectives (OKRs).
  • Lead a team of broker admins supporting Aussie mobile brokers and Franchises across Australia, helping brokers streamline day-to-day operations for business growth.
  • Identify and implement strategies to enhance workflows and operational efficiency.
  • Track team performance, address feedback, and develop solutions to improve service delivery.
  • Provide ongoing coaching and guidance to drive team engagement and performance.
  • Collaborate with Learning & Compliance (L&C) to enhance the Grad program based on broker feedback.
  • Prepare and present performance reports, processing metrics, and key insights to stakeholders.
  • Build strong relationships with brokers, understand their needs, and tailor support to meet their expectations.
  • Ability to tailor approaches and solutions to accommodate the unique operating styles of each customer and broker, demonstrating flexibility and adaptability in managing diverse dynamics and fostering strong working relationships.
Qualifications
  • At least 5–10 years of experience in the Australian mortgage market with end-to-end application processing knowledge.
  • At least 3 years in a management or leadership role, demonstrating strong team management and mentoring capabilities.
  • Extensive experience in broker/finance support or customer engagement roles.
  • A degree or diploma in Business, Commerce, or Finance is preferred but not essential.
  • Proficiency in computer and web applications, with the ability to adapt to new tools quickly.
  • Demonstrates strong written, verbal, and interpersonal communication skills with a fluent command of English. Confidently builds and maintains client relationships through effective engagement, particularly in video call interactions.
  • Excellent time management, prioritization, and problem-solving abilities.
  • Ability to thrive in a fast-paced, constantly evolving environment with high energy and adaptability.
  • Strong relationship-building skills, with the ability to act swiftly and proactively to meet stakeholder needs.
Additional Information

What's in store for you at Lendi?

  • Flex-first (Work from home), with occasional office days when needed.
  • Health Insurance (HMO) for you & 1 free dependent.
  • Generous amount of leaves (total of 30 leaves - 25 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs).
  • Extra allowances will be given for WFH set-up such as internet subsidy.
  • Life insurance effective on Day 1.
  • Fixed weekends off (Mondays to Fridays only - dayshift).
  • Access to training and opportunities for career progression/promotion.
  • Fun & exciting monthly social clubs - at the moment done virtually.
  • Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig.

& many more

How to Flexi-first:

  • You must have a stable fixed internet connection (minimum 25mbps).
  • An ample working space with office table and chair is also required.
  • Lendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.
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