Head of Customer Enablement

3 days ago

Melbourne, Australia Ray White and Loan Market Full time

Loan Market Group is an established and innovative Australasian company operating in the financial services sector and providing technology enabled business solutions to mortgage brokers. We currently have more than 6,000 brokers across Australia and New Zealand and are continuing to grow at a rapid pace. Through the implementation of systems, processes and technology, we assist our brokers to gain competitive advantage and reach new heights.

The Head of Customer Engagement, is a newly created, critical role to deliver the value proposition of Plan Australia, Choice Aggregation, Fast (PCF) and Loan Market (LMA), ensuring our customers not only get off to a great start when they join the group, but maximise the value of the relationship through optimisation of Loan Market Group's tech platforms.

You will also be the voice of the business, engaging with the Executive group across PCF, LMA & MyCRM in the development of the MyCRM roadmap.

You will have excellent interpersonal and communication skills, strong stakeholder management and facilitation skills.

In order to be considered, we are seeking people with the following knowledge and experience:

- Support of large scale, high volume user platforms
- Strong background in financial services and deep knowledge of mortgage broking & aggregations

To be successful, you must be delivery focused with the ability to drive business and program outcomes whilst ensuring that you keep abreast with all your key stakeholders.

**Key Stakeholders**

As the Head of Customer Engagement, you will work closely with other members of the Customer Operations LT, you will also work collaboratively with the leadership teams of MyCRM product, PCF, LMA to ensure a positive experience and understanding of the needs of new and existing customers regarding their onboarding requirements and ongoing specialist services..

**Duties and Responsibilities**
- Collaborating with MyCRM Product and LMA/PCF Leadership Teams in the development of MyCRM Roadmap
- Leading a team of dedicated, locally based Implementation specialists who are working across the business to ensure new broker businesses are fully enabled on Day 1 eg data migration, set up, tech config, branding etc
- Develop, deliver process and lead a team that acts as the conduit between MyCRM tech team & the customer on data migration and transformation
- Deliver support for more complex businesses in their MyCRM set up, config & maintenance along with ongoing maintenance and specialist services through a team of dedicated business platform specialists
- Working across the business to engage with Go to Market team for successful delivery of new products & Services (incl MyCRM enhancements)

**Skills & Experience Required**
- Strong experience with a successful track record managing components of large projects that involve technology and consulting services
- Strong stakeholder engagement and communication skills
- Excellent written and oral communication skills
- Understanding of the financial services industry and how aggregation and mortgage broking business operates is critical

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