Loan Operations Manager

1 week ago


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

We're committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending.

Lendi Group teams operate across Australia and the Philippines. We believe in fostering an environment where our team members feel valued and supported.

This Flex First role allows you to work remotely while maintaining strong team collaboration. You must be able to attend our office for in-person onboarding, training, and monthly team days.

As a Customer Service Team Lead, you will support the team manager in overseeing daily operations and directly assisting specialists in achieving their KPIs and staying on task. You will play a key role in ensuring brokers and customers receive exceptional service across all our White Label products.

**Job Description:**

**Company Overview**

Lendi Group is a market-leading digital platform business that operates the country's #1 retail mortgage broker and the Australia's #1 digital mortgage brand.

**Job Summary**

We are seeking a highly experienced and motivated Customer Service Team Lead to join our team.

The ideal candidate will have a proven track record in customer service, leadership, and team management.

**Responsibilities:**

  • Oversee daily team operations, including managing rosters, monitoring call queues and wait times, tracking KPIs, and ensuring overall team performance.
  • Provide guidance on loan servicing tasks, including repayments, statements, and complex loan variations, to maintain efficiency and service excellence.
  • Coach, mentor, and develop team members to ensure high-quality service.
  • Act as the first line of support for team inquiries and escalate issues as needed.
  • Monitor team performance using key metrics and identify improvement opportunities.

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