Team Manager

**The opportunity**
Lending Operations delivers the right level of quality service, efficiently and effectively, to our customers, planners and advisers. The role of the Team Manager, Loan Servicing is to manage the mortgage loan servicing function to efficiently process loan servicing requests from the Banks’ existing customers and finance brokers. This role needs to effectively lead, motivate, coach and develop their team and create a customer centric and performance driven culture.

**How you will make an impact**
The main focus areas of the Team Manager role are:

- **People Leadership**:Lead and motivate a team, enabling them to meet business objectives and goals and exceed customer expectations.
- **Operational processes**:Establish and maintain processes and procedures to maintain accuracy and completeness of requests, including supporting documentation, within operating performance metrics and standards for speed, quality, and customer service.
- **Customer Service**:Improve customer service experience through ensuring the team completes requests within target processing times, while fostering a strong customer service culture that provide good customer outcomes both on and off the phone when dealing with brokers and customers.
- **Resource Management**:Actively manage the onshore and offshore teams and engage and develop the team to process daily and future volumes and to service customers and brokers over the phone whilst meeting quality and productivity outcomes and ensuring exceptional customer/planner/adviser and Broker service levels.
- **Stakeholder/Vendor Management**:Build and develop solid working relationships with key stakeholders across Operations, TCS, FMS, Brokers, and other parts of AMP.
- **Change Management and Process Improvement**:Implementation of strategic initiatives in a timely and efficient manner through effective management of change within team, including training and communication plans.
- **Risk Management**:Support the embedding of sound risk management practices and manage key risks through the assurance and monitoring of key risk control processes.
- **Reporting and analysis**:Prepare and distribute reports for internal distribution on volume and performance metrics, including actual outcomes against plan.

**What you will bring to the role**
- 3 + years management / supervisory experience in leading self and customer-based outcomes across banking and financial services and driving a collaborative, high performance culture.
- 5-10 years’ experience in banking / financial services industry.
- Highly desirable experience in managing mortgage or loan servicing team within banking/financial services
- Strong customers/stakeholder’s engagement and management skills
- Proven ability to multi-task and prioritise tasks, particularly the ability to support and prioritise tasks from more than one team member/stakeholder
- Strong ownership and accountability of end-to-end processes

**Is this your dream job?**

**Working for AMP**
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

As a leader at AMP, you will play an integral role in shaping the future of our business. You will develop, engage and retain talented people and foster an environment where people feel a sense of ownership and shared purpose and can realise their full potential.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**
We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAPM Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**
The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

**Message to recruitment agencies