Head of Retail Settlements

Join the Retail Settlements team under Credit Services within Macquarie’s Personal Banking division, a fast-growing business within Macquarie’s Banking & Financial Services Group.

Personal Banking offers home loans and car loans, and award-winning online and mobile banking apps and digital originations experiences. We aspire to be Australia’s #1 Digital Bank.

Within Personal Banking, we are proud of our culture of diversity & inclusion and high performance. We have a strong focus on meeting community expectations and making risk-conscious and data-based decisions. In line with our entrepreneurial and innovative culture, we adopt Enterprise Agile ways of working and embrace a growth and learning mindset.

We are looking for an experienced, committed and driven professional with strong people and operational process management skills, and home loan product and property settlement knowledge, to join our high performing leadership team.

This role encompasses oversight of home loan and car loan teams, who are responsible for delivering exceptional customer experience through people and a relationship centric culture. Daily, the team will be responsible for ensuring the quality and accuracy of documents to enable an efficient and timely Settlement process. The team also prepares entries for disbursement of loan funds to pay for purchased assets and any associated costs, ensuring approval conditions are met

***As a leader of these teams, you will be responsible for**:

- Coaching and developing Team Leaders and fostering a high performing culture
- Having Operational oversight to ensure efficient workflow and pipeline management and ensure your leaders are accountable for SLA’s and quality measures.
- Key Relationship Manager to Macquarie’s external panel solicitor firms processing mortgage settlements
- Identifying opportunities for process improvements and automation, and clearly articulating the value of these changes to stakeholders for prioritisation and delivery
- Building a high-performance culture that celebrates success, and supports learning, personal development and growth
- Collaborating with the rest of the Personal Banking credit services leadership team to create an inclusive and psychologically safe working environment

**To be successful in this role you will have**:

- Strong leadership skills and show the ability to unite and motivate a team, communicate expectations, and develop team’s capability. Experience in Home Loan Operations and Property Settlements would be advantageous
- Proven experience in building internal and external relationships
- Proven track record in managing business and operations pressures and client expectations
- Ability to identify and drive data-based decisions to deliver continuous improvement, transformational initiatives, or projects
- Experience managing and driving changes in a fast-moving environment, using agile methodologies
- Ability to identify key moments-of-truth in customer experience, and intervene quickly where required to deal with customer escalations and complaints
- Strong analytical problem-solving skills and commercial mindset

In return, we will enable you to develop your skills and take your career to new heights in a high growth business, as well as a diverse and inclusive environment where you will be comfortable in bringing your whole self to work every day.

**About **Banking and Financial Services**

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

**Our commitment to Diversity, Equity and Inclusion**

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world,