Team Lead – Operations

Do you thrive in a fast-paced environment and have a passion for accuracy and great client outcomes?

Are you an experienced mortgage professional with a keen eye for detail?

About Us

Aussie Expat Home Loans is the leading mortgage broking firm for Australians living overseas looking to secure finance back home. We specialise in assisting Australians around the world and are the most reliable broker when it comes to applicants with overseas income, complex loan structures, and cross-border scenarios. We pride ourselves on building long term relationships with our clients and providing the best mortgage broking experience possible.

The Role

The Team Lead – Operations is responsible for building and leading the operations team, driving continuous improvement across systems and processes, and ensuring operational excellence throughout the business. This role underpins the firm's ability to deliver a consistent, efficient, and client-focused experience, from first enquiry through to settlement and beyond.

By overseeing workflow design, compliance standards, and team performance, the Team Lead - Operations enables brokers and staff to focus on their clients while ensuring the firm's infrastructure scales effectively. Success in this role means the business operates smoothly, delivers the highest possible client experience, and positions itself for sustainable growth in a competitive mortgage broking environment.

Key Responsibilities

Leadership & Team Management

• Build, lead, and mentor the operations team to achieve performance targets
• Define clear roles, responsibilities, and performance standards for team members
• Foster a culture of accountability, collaboration, and continuous improvement

Operational Systems & Processes

• Design, document, and refine operational workflows to ensure efficiency and scalability
• Implement technology solutions to improve accuracy, speed, and client communication
• Ensure data integrity and reporting standards are consistently applied across systems

Client Experience

• Oversee the client journey from initial engagement to settlement and post-settlement support
• Identify pain points in the process and implement solutions that enhance client satisfaction
• Ensure service delivery meets the firm's standards of reliability and responsiveness

Compliance & Risk Management

• Ensure operations align with industry regulations, credit licensing requirements, and internal compliance standards
• Develop procedures that reduce operational risk and safeguard client information
• Monitor regulatory updates and adapt processes accordingly

Strategic Contribution

• Support the leadership team in executing business growth strategies
• Provide insights into operational performance, bottlenecks, and improvement opportunities
• Contribute to decision-making on scaling, resourcing, and long-term business planning

What We're Looking For

• Ideally 3+ years' experience in mortgage broking, credit, or lending or similar operational functions
• Strong understanding of the overall loan process
• Experience in leading and running small to medium size teams
• Excellent attention to detail and communication skills
• Proven experience running an operational function
• Growth mindset and strong ability to drive team outcomes
• Pragmatic yet efficient in a fast paced environment

In return we will offer you

• The chance to work in a growing business with global ambitions;
• A strong future career path with potential to work overseas;
• A business where you get to work with some of the most interesting and successful clients globally – every deal is different;
• Be part of a supportive, experienced team

The most suitable candidate is important to us and we are willing to consider candidates from various backgrounds, either broking or banking. Team leadership and operational experience essential.