Training Manager — Mortgage Operations

The Opportunity

We're hiring an experienced Training Manager to design, deliver, and continuously improve training for our loan processors and parabrokers in the Australian mortgage space. You'll own onboarding, upskilling, and quality coaching—so new hires ramp quickly and the whole team stays sharp on lender policy, serviceability, compliance, and client communication.

What You'll Do

Training Strategy & Delivery

• Build a role-based curriculum and structured onboarding for loan processors and parabrokers day plans).
• Run live workshops, labs, and simulations (e.g., end-to-end application packaging, scenario triage, serviceability calculations).
• Create modular e-learning (LMS), SOPs, checklists, and job aids for day-to-day execution.
• Set and administer assessments (knowledge checks, case studies, nesting plans, calibrations).

Operational Excellence & Quality

• Calibrate quality standards and scorecards (first-pass submission rate, data accuracy, compliance completeness, SLA adherence).
• Perform regular QA reviews and coaching; run monthly calibrations with brokers/leads.
• Convert best practices into repeatable SOPs; keep them current as lender policies evolve.

Tools, Policy & Compliance Enablement

• Train on lender portals, CRMs, and serviceability tools; champion accurate data entry and documentation.
• Maintain policy playbooks mapping lender rules to common scenarios and edge cases.
• Embed compliance requirements (e.g., NCCP context, BID/record-keeping, privacy) into everyday workflows.

Stakeholder Partnership & Continuous Improvement

• Partner with brokers and ops leads to spot skill gaps, run refreshers, and iterate training.
• Use performance data to prioritize training roadmaps and reduce rework or delays.
• Onboard new lenders/process changes quickly with concise enablement packs.

What Your Trainees Will Master (Scope You'll Teach & Coach)

• Preparing complete lender submissions and packaging applications end-to-end.
• Interacting with customers to collect required information and set clear expectations.
• Analysing payslips and financial statements; validating income and liabilities.
• Liaising with brokers to clarify scenarios and select lender pathways.
• Cross-referencing lender policy to find solutions for standard and complex deals.
• Running serviceability across multiple lenders and documenting results.
• Verifying that documentation is accurate, complete, and submission-ready.
• Entering data into the CRM; generating lender compliance documents.
• Emailing proposals and compliance docs to clients for review and signing.
• Lodging applications; actioning missing info and conditional approval requests.
• Driving unconditional approvals and assisting with loan contract signing.
• Proactive updates to customers, buyers' agents, and conveyancers through to settlement.
• Post-settlement tasks (pricing and rate reviews).
• Managing complex/urgent requests and day-to-day admin (email queues, lender follow-ups).

Success Metrics (KPIs you'll influence)

• Ramp time for new hires (to independent handling of files).
• First-pass submission rate and rework rate.
• Data accuracy & compliance completeness (QA score).
• Turnaround time to unconditional approval and to settlement.
• SLA adherence for client and stakeholder updates.
• Client satisfaction/NPS for processing milestones.
• Training adoption (assessment scores, certification completion).

What You'll Bring

• 3–5+ years training/enablement experience in Australian mortgage operations (brokerage, aggregator, or lender), or 5+ years as a senior processor/parabroker with proven mentoring/coaching experience.
• Deep knowledge of lender policies, serviceability, documentation standards, and submission workflows.
• Hands-on familiarity with mortgage CRMs and lender portals (e.g., Mercury/Salestrekker/ApplyOnline or similar) and serviceability/borrowing calculators.
• Strength in instructional design (adult learning), facilitation (virtual & in-person), and assessment creation.
• Data-driven mindset; comfortable building scorecards, interpreting QA results, and turning insights into training.
• Clear, empathetic communication; able to translate policy detail into practical steps and checklists.
• Strong documentation skills—SOPs, playbooks, and concise enablement packs.

Nice to Have

• Experience enabling distributed or Manila-based teams supporting Australian brokers.
• Exposure to compliance frameworks relevant to mortgage broking (e.g., BID, record-keeping, privacy).
• LMS administration and basic multimedia authoring (screen captures, quick how-to videos).

Benefits

• Competitive compensation
• Growth budget for certifications and courses
• Modern tool stack and supportive leadership
• Remote-friendly with AU-aligned hours