Team Leader Operations Team Leader Operations …

Hays Banking
in Perth, Western Australia
Permanent, Full time
Be the first to apply
Hays Banking
in Perth, Western Australia
Permanent, Full time
Be the first to apply
Hays Banking
See job description for details
Team Leader Operations role available with a national company based in Perth.
Your new company

Your new company is passionate about brokers and the industry. They believe in our community of brokers, no matter how big or small. Australians trust their brokers with their biggest assets, and in turn, our brokers trust us with theirs. When the brokers grow, we grow. Together, our brokers have built robust, secure, and successful businesses over the decades.

Your new role

The role is responsible for ensuring the operations department provides an outstanding customer experience to new and existing mortgage customers by managing to broker and customer expectations throughout the end-to-end mortgage process. Manage the settlement and discharge processes and operate them within customer service expectations. In addition, the role will work flexibly and collaboratively with peers both within own business unit and Home Loans area to ensure that the function delivers high quality work with minimal risk/loss to the business. Other duties that will be included in the role:
  • Deal with all legislative and regulatory bodies in an open, constructive and cooperative way.
  • Identify potential key risk areas and compliance issues; reporting and escalating concerns appropriately
  • Ensuring customer service outcomes are consistently met
  • Managing the customer experience by ensuring queues are progressed in line with agreed SLA's and ensure customer expectations are met or exceeded
  • Providing support to team members and peers to ensure file/work item progression - receive requests of assistance and discuss solutions with team member/peers and ensure high quality standards are met and maintained
  • 'Pushing' work items where necessary - monitoring application queues; pushing escalated/priority work as determined necessary
  • Ensuring file/work items are prioritised for customer expectation
  • Conducting one on ones and regular performance reviews; providing coaching based on feedback from quality control and Third-Party Introducers; identifying training/development needs etc
  • Managing team member performance and timeliness- monitor and review daily work hours and team requirements
  • Ensuring the completion of performance plans and Individual Development Plans
  • Managing risk, compliance and operational non-lending losses including adherence to industry regulations and internal policy and procedures
What you'll need to succeed

Your previous experience in a similar role within this area will lead to your success, as will:
  • Leadership experience leading a customer service team including coaching and development to deliver customer centric results and achieve business goals
  • Experience in managing escalations and customer resolutions in a high-volume environment
  • 2-3 years operations experience
  • In depth knowledge of the end-to-end mortgage process
  • Sound working knowledge of mortgage product features
  • Exceptional customer service delivery focus
  • Knowledge of customer service principles including effective communication
  • Risk, compliance, and regulatory knowledge
  • Good understanding of business metrics and reporting in relation to team activity and customer experience
  • Good working knowledge of HR policies, procedures, and performance management framework
  • Experience working in a high-volume target driven environment essential

What you'll get in return

In return for your dedication and hard work you'll be rewarded with:
  • Flexible working arrangements
  • Permeant role
  • Education assistance
  • Perth location
  • Employee assistance and wellbeing programs
What you need to do now
If you're passionate about this role, click 'apply now' or for more information and a confidential discussion or to find out about other opportunities in Banking & Insurance contact Rory Jackson at Hays on 08 9265 9133 or email

At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply backgrounds to apply.

LHS 297508 #2600568
Company Overview

About Hays
Hays is the leading global specialist recruiting group. We are the experts at recruiting qualified, professional and skilled people worldwide, being the market leader in Asia Pacific and the UK and one of the market leaders in Continental Europe and Latin America. We operate across the private and public sectors, dealing in permanent positions, contract roles and temporary assignments.

Hays believes the right job can transform a person's life and the right person can transform a business. They are passionate about connecting candidates with the right job for them.

Hays operates in over 40 locations throughout Australia and New Zealand. They find permanent jobs for over 15,000 people a year and temporary and contract assignments for over 25,000 people a year and at any one time employ over 20,000 temporaries and contractors.

Hays Banking logo
More Jobs Like This
See more jobs