Senior Manager, Home Lending

• Lead the home lending acquisition call centre for CBA
• Showcase your lending leadership expertise in a growing acquisition channel
• Market leading call centre capability and transformation agenda
• Thrive professionally and personally in a flexible hybrid working environment

Do work that matters

Are you passionate about shaping exceptional customer experiences and building high-performing teams? This is your opportunity to make a real impact.

As Senior Manager, Home Lending Acquisition, you'll lead the Melbourne call centre function, guiding Team Managers and their lenders to deliver sustainable business outcomes while fostering a culture where people thrive and customers feel valued.

In this role, you will:

• Lead a high-performing team of lenders across Victoria and Tasmania in a fast-paced inbound call centre environment.
• Inspire and empower leaders to achieve their best and foster a culture of collaboration and excellence.
• Drive meaningful outcomes by leading strategic initiatives across a National agenda.
• Shape the future of lending, balancing operational performance with a strong commitment to people and customers.

If you have a proven track record of leading leaders, delivering business success, and cultivating amazing team culture, we'd love to hear from you. This is more than a leadership role—it's a chance to influence how thousands of customers experience one of life's biggest moments.

Key Responsibilities

Reporting directly to the Executive Manager, Home Lending Acquisition, your responsibilities include—but are not limited to:

• Leadership & Coaching: Provide strategic direction and leadership to Team Managers and their teams, ensuring alignment with business goals and customer expectations. Deliver world-class coaching to upskill and develop team members in line with their career aspirations and goals. Effectively manage people-related matters and ensure coaching activities are undertaken consistently and effectively.
• Operational Oversight: Provide operational and large-scale people leadership in the Direct Lending contact centre, including line management, planning, and allocation of work.
• Performance Management: Monitor and drive performance across teams, ensuring KPIs and service standards are met or exceeded.
• Risk & Compliance: Read, interpret, and evaluate various Government legislation to effectively mitigate lending risks. Be proactive in raising issues and work collaboratively to resolve them. Ensure adherence to regulatory requirements and internal policies through regular quality monitoring and coaching.
• Change & Continuous Improvement: Support change initiatives and drive continuous improvement within your team to help achieve strategic priorities and business goals. Collaborate with cross-functional teams including Product, Technology, and Operations to enhance the digital lending experience.

About You

• You have a proven ability to manage and lead large teams (50+), with strong coaching, leadership, and people management skills. You know how to drive performance in a lending acquisition business.
• You have proven domain expertise in home lending leadership, ideally in a call centre environment.
• You can analyse market insights to formulate strategic lending direction and effectively manage a lending pipeline.
• You thrive in busy, commercial, and highly regulated environments, and are confident navigating ambiguity and change.
• You are customer-focused, collaborative, and a confident problem solver.
• You demonstrate strong stakeholder management skills and understand the importance of shared success.
• You lead with empathy and purpose, fostering a culture of innovation and continuous improvement.