Residential Operations Manager

2 weeks ago

Sydney, New South Wales, Australia Avant Full time

About Avant Finance
Avant Finance, a part of the Avant Mutual group, is a specialist lender dedicated to supporting Australian medical professionals with a deep understanding of the unique journey and challenges a doctor will experience at various career stages.
About the Role
The Residential Operations Manager is responsible for coordinating the operational workflow that underpins the delivery of residential lending at Avant Financial Services—a specialist non-bank lender supporting doctors and medical professionals.
This role oversees the effectiveness of the Brokerforce support model, ensuring tasks are allocated, tracked, and completed in line with agreed service standards. Working closely with our labour hire provider, this role helps drive quality and efficiency in offshore support delivery, while building scalable workflows and processes to enable a high-performing sales team.
Key Accountabilities
- Coordinate Brokerforce Workflow

Oversee the effectiveness of the Brokerforce support to ensure effective task allocation, training support, and service delivery.
Monitor output quality and integrate feedback from sales leaders.
- Own Day-to-Day Task Flow

Oversee the allocation and tracking of residential operational tasks.
Drive adherence to SLAs and ensure tasks are completed accurately and on time.
- Develop and Maintain Processes

Build and maintain SOPs, templates and checklists to standardise workflow.
Drive consistency and reduce rework across the loan lifecycle.
- Oversee Post-Settlement Activity

Ensure accurate processing of retention and loan maintenance tasks.
Address exceptions and coordinate resolution with internal and external stakeholders.
- Enable Cross-Team Collaboration

Act as the link between sales teams and offshore support, resolving issues and maintaining clear communication to drive workflow
efficiency.
- Uphold Operational Standards

Support compliance through process adherence, file reviews, and quality checks. Contribute to UAT and readiness activities for system
changes.
Skills for Success
- Proven operational experience in residential lending, including settlement, and post-settlement activities.
- Experience coordinating offshore or distributed operational support functions, especially via third-party providers or labour hire.
- Process-oriented mindset with strong documentation, workflow design, and continuous improvement capabilities.
- Able to drive outcomes and influence performance through indirect leadership and strong stakeholder engagement.
- Clear communicator with the ability to translate operational challenges into structured solutions.
- Strong commitment to compliance, service standards, and delivering an excellent experience for clients and sales teams alike.

Why work at Avant?
- Discount of 25% on Private Health Insurance and free Salary Continuance Insurance.
- We value our people by offering an inclusive workplace with flexible work, career development and internal mobility opportunities.
- Our flexible working arrangements are designed to enable genuine work-life balance.
- Your development is our priority, and we have a variety of learning and development programs that will support you in your career.
- We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
- We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.

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