Senior Team Lead

Senior Team Lead - Broker Support

Australian Financial Services (AU Mortgage)

About the Role:

We are seeking a motivated Team Lead to oversee, support, and develop a team of Broker Support Officers.

This role is central to ensuring high-quality support for our Australian clients within a dynamic outsourced services environment.

You will act as both a mentor and a point of escalation, guiding the team to deliver accurate, timely, and professional service while building strong client relationships.

This is a hands-on leadership position, requiring strong knowledge of the Australian mortgage industry, excellent client service skills, and the ability to develop and support individuals to achieve their full potential.

Key Responsibilities

• Team Leadership & Development

• Supervise, guide, and mentor a team of Broker Support Officers.
• Provide technical assistance, coaching, and regular feedback to team members.
• Foster a collaborative, supportive, and high-performing team culture.

• Training & Capability Building

• Take responsibility for the Broker Support Training Squad, ensuring new recruits are trained effectively.
• Deliver training, coaching, and assessment to prepare trainees for deployment to client programs.
• Support continuous learning and skills development across the team.

• Client Operations Oversight

• Monitor daily team activities to ensure efficiency, accuracy, and adherence to client service standards.
• Oversee task allocation and workflow across the team to ensure reliability of service delivery.
• Handle escalations promptly and effectively.

• Client Liaison & Reporting

• Serve as the primary contact for Australian clients regarding team performance and service delivery.
• Provide regular reporting and updates to clients and management.
• Build and maintain strong client relationships, ensuring high levels of satisfaction.

• Quality & Compliance

• Ensure team members comply with internal processes and client requirements.
• Apply knowledge of Australian mortgage industry practices and financial services standards.
• Identify areas for process improvement and recommend solutions.

Qualifications & Requirements

• Minimum 3 years' experience in the Australian financial services industry, with strong knowledge of the Australian mortgage industry.
• Experience in a leadership or supervisory role.
• Strong interpersonal and communication skills, with the ability to engage confidently with both clients and team members.
• Demonstrated ability to mentor, coach, and develop individuals to achieve their best performance.
• Strong problem-solving and decision-making skills, particularly in handling client escalations.
• Positive, energetic, "can-do" mindset.

What We Offer

• Attractive salary, benefits and allowances, based on qualifications and experience.

• Opportunity to lead and develop a skilled support team in a growing outsourced services environment.

• Exposure to Australian financial services practices and direct client engagement.

• Professional development and career growth opportunities.

• Supportive and collaborative work culture.

• Australian business hours (morning/day shift, Monday to Friday).

• This role is full time onsite at ESC Operations Centre, located in ADB Avenue, Ortigas.

About ESC Corp

ESC is an Australian BPO with 15 years of experience operating in the Philippines and Vietnam.

We specialise in helping businesses in Australia and around the world to compete and grow by combining our management expertise with the skill, professionalism, and dedication of our highly capable Filipino team.

As an equal opportunity employer, we celebrate diversity and are committed to fostering an inclusive, respectful, and supportive workplace. We strive to create an engaging team environment, and to ensure our team has the best opportunity for a rewarding and meaningful long-term career.