Home Loan Maintenance Leader

2 weeks ago


Brisbane, Queensland, Australia Suncorp Group Full time

Home Loan Maintenance Team Leader

Brisbane based role

Permanent, full time

The role
Help deliver exceptional customer service to our existing customer network through the timely and appropriate maintenance of existing lending activities such as home loan variations, margin changes, cashback management and other home lending maintenance activities as determined:
This encompasses;

  • Monitoring workflow to ensure delivery of service levels
  • Ensuring all team members have mechanisms to adhere with organisation and regulatory requirements including credit policy and service standards
  • Effective management of competing priorities
  • Implementation and embedding change, in a rapidly change environment
  • Continuously challenging "what we do" and working to improve service, quality and efficiency
  • Delivery of a consistent service proposition to internal and external customers
  • Effective stakeholder management
  • Management and active engagement with External partners (where applicable)

What you'll do

  • Lead, coach and deliver desired performance outcomes against agreed business objectives
  • Drive positive staff engagement through coaching and career planning and in line with established HR systems and frameworks
  • Foster and promote a culture of enablement, simplification and continuous improvement in all facets of the team including the review of systems, processes and products to ensure effectiveness in design, implementation and execution
  • Develop weekly. Monthly, quarterly and annual resource planning with daily review of team efficiency
  • Monitor teamwork requests to ensure that mandated service levels are achieved
  • Foster and promote a culture of risk awareness and management in line with groups risk appetite and risk frameworks
  • Build and promote a customer focused culture within the team and meet internal customer service targets
  • Monitor and control expenditure to meet set budget
  • Manage business partners to agreed service level agreements
  • Engagement with first and second line of defence risk advisors (1LOD & 2LOD) to support strong management of operational risks in the team and across the division

What you'll bring

  • Minimum 1 year proven leadership experience (mandatory)
  • Minimum 5 years industry experience (mandatory)
  • Demonstrable SME experience with operational and partner processes and associated systems (e.g. CBP, Hogan, Sunlink, Allfi etc) (mandatory)
  • Experience in roles requiring high levels of stakeholder influence, presentation and collaboration (highly desirable)

Advertised: 15 Mar 2023 AUS Eastern Daylight Time

Applications close: 24 Mar 2023 AUS Eastern Daylight Time

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