Sales and Service Excellence Manager

As our highly valued Sales and Service Excellence Manager based in Sydney or South Yarra, Melbourne your role will be to will bring focus, clarity, and execution discipline to how we sell, coach, and lead lending conversations. You will help embed consistent rhythms and scalable frameworks that drive both capability and results. Your work will directly impact lending performance, conversion, application quality, and the overall customer experience.

You are a connector, a coach, and a systems-thinker-bringing practical solutions, commercial acumen, and operational discipline to uplift sales effectiveness across the network.

You'll make an impact by:

Deliver and embed consistent sales rhythms (daily huddles, WIP reviews, pipeline sessions) across the branch and virtual networks.

• Ensure alignment to enterprise scorecards and key metrics, providing guidance to Regional Managers and frontline leaders on execution cadence.

• Monitor rhythm effectiveness and continuously refine to suit evolving business needs and performance maturity.

• Monitor channel health, identify bottlenecks, and lead continuous improvement initiatives to enhance conversion and experience.

Lead the development and delivery of capability programs that improve lending conversations, sales effectiveness, and deal quality.

• Support onboarding and upskilling of new lenders and leaders, ensuring a consistent and impactful induction experience.

• Build coaching tools, frameworks, and performance playbooks that lift banker confidence and commercial outcomes.

• Partner with the Learning and Development team to deliver structured training aligned to business priorities.

Deliver insights and reporting on lending performance, conversion metrics, and quality outcomes to inform coaching and capability support.

• Analyse sales performance data to identify hotspots and opportunity areas across the lending network.

• Work with Credit and Operations to resolve recurring friction points impacting banker productivity or customer experience.

• Drive consistency in how performance is reviewed, discussed, and actioned across the team.

Champion a high-performance culture by reinforcing best practice selling behaviours, quality conversations, and customer-first decision-making.

• Ensure teams are equipped with the tools, knowledge, and frameworks to succeed in a competitive lending environment.

• Support the rollout of new initiatives, technologies, and products, ensuring frontline readiness and adoption.

• Embed practical governance and compliance guardrails into lending rhythms without compromising the customer experience.

Do things differently with us

To succeed in this role, you will have:

• Proven in sales coaching, frontline leadership, or performance enablement in a lending or financial services environment.

• Strong understanding of home lending processes, compliance requirements, and customer engagement best practices.

• Proven ability to design and deliver training, capability uplift programs, or performance tools.

• Analytical mindset with experience turning performance data into practical coaching insights.

• Skilled facilitator and collaborator, with the ability to influence across diverse stakeholder groups.

• Track record of business transformation and growth leadership, driving digital and operational innovation.

• In depth knowledge of end-to-end processes, system workflow.

• Strong understanding of mortgage origination systems and how technology supports credit decisioning and customer experience

• Demonstrates deep understanding of credit policy with strong credit risk mindset.

Why Great Southern Bank?

Whatever your role with us, you'll be part of a force for good. We're owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you'll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.

• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.

• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more

Imagine working for a bank that truly helps people. You can.

Questions? Please contact our Talent and Experience Partner, Danielle Moore -

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.