Lending Services Manager

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- Provide a diverse and inclusive workplace - because we know how important it is for everyone to be treated fairly and with respect.
- Give you flexibility - it's important to recognise we are all unique and need to create work life balance.
- Offer paid parental leave - that supports both parent's leave and their transition back to work.
- Create a fun environment - our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
- Work perks - that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

**Role Purpose**

**Key Accountabilities**
- Measure and report on product, process, and service effectiveness, in terms of service delivery and Member satisfaction.
- Sanction credit within delegated authority and be the escalation point for compliance queries.
- Ensure compliance with Legislative requirements, Privacy Act and AML are strictly adhered to through effective coaching, communication and control testing
- Review approval process for large accounts, gaining approval at appropriate authority level, ensuring appropriate securities in place and putting contingencies in place for high-risk accounts.
- Collaborate with key internal and external stakeholders to continuously optimise process, controls and service delivery.
- Carry out ad hoc and confidential credit checks on Corporate Entities and Individuals as requested by management
- Manage and maintain the timely invoicing, monitoring, collection, reporting and/or data analysis of finance related income streams.
- Support and advise on Pre-Approval Campaigns
- Maintain effective customer relationships with all internal stakeholders to support change management and collaborate to improve overall business performance.
- Ensuring Capricorn's Share Registry is run under the Corporations Act 2001 and Capricorn's Constitution.
- Ensure that all internally and externally required shares related reporting is performed (including dividend related annual income reporting to the ATO, shareholding statements to shareholders, share movement reporting to ASIC and assisting reconciliation reporting to Capricorn's Finance Team).
- Ensuring that the process around the payment of any dividend declared is run under the Corporations Act 2001, Constitution and otherwise in an expedient and effective manner.
- Assisting the Company Secretary in shareholder related matters including the running of director elections, AGM and distributing Capricorn's annual report.

**Process Improvement**
- Utilise data and analytics to improve pipeline throughput and end to end process
- Consult and implement improvements to meet with evolving compliance requirement
- Utilise feedback from surveys, complaints and risk incidents to coach and improve process.
- Review and update procedures and policies and streamline where appropriate
- Advise on additional checks to improve effectiveness of Credit procedures

**Leadership & Management**
- Provide leadership, direction and coaching for all direct reports ensuring direct reports are held accountable for the accurate and timely completion of responsibilities within set guidelines;
- Be an escalation point for any conflicts of complains and resolve as required;
- Execute and adhere the Automotive Leadership Operating Rhythm comprising of:
Coaching and Observations

Informal Coaching

Check In's

Performance reviews and development discussions

Sales Team Meetings

Operations Team Meetings

Focus Sessions

Learning Masterclass

Calibration
- Develop and set KRA's, operational plans, and the allocation targets to teams and individuals across relevant teams and channels as required;
- Adhere to all departmental policies and procedures as well as all Capricorn Corporate Policies and Procedures as amended from time to time.
- Responsible for the recruitment, induction and development of staff within all Lending teams.
- Establish a yearly development roadmap for direct reports to facilitate the ongoing development of the team capability in the delivery of product, service and relationship management;
- Meet regularly with L&D and external training providers to assist in delivering on development roadmap;
- Create succession planning for leadership and other important roles; and
- Deliver exceptional service throughout the teams to achieve voice of member (VOM) targets.

**Skills, Knowledge and Attributes**
- Proven track record of excellent people le