Loan Servicing Team Leader

**Loan Servicing Team Leader**:
In May 2021, Lendi and Aussie Home Loans merged to create Lendi Group. Today, Lendi Group is Australia's largest retail mortgage broker, with a loan book in excess of $70 billion, over 1200 brokers and 225 retail stores across the country.

At Lendi Group, we use technology to drive better customer outcomes and experiences. We're passionate about what we do and like to do things differently.

Despite the challenges and change in the last year, we've enjoyed record growth while adapting to the changing world around us. We've fully embraced flexible working from home: we call it 'flex first,' and it's now a core part of our DNA.

At Lendi Group, our people are our lifeblood, and we would not be the business we are today without them. We believe people who are continually open to growing and developing themselves engage in learning, are motivated and are driven to succeed.

Together, we will ensure our people flourish within a supportive learning culture, where to fail forward is encouraged and success is recognised.

**Position Summary**

The **Loan Servicing Team Leader** is responsible for leadership of the Servicing teams within Aussie's Customer Contact Centre and for driving improvements in the performance of these operational teams. This includes operational management (ensuring teams deliver against KPIs, recruitment, supporting Team Leaders with performance management, coaching Team Leaders), driving delivery of change activities and driving culture change as relevant. Significant leadership of project implementation and change management activities will also be required from this role, as any strategic change projects will predominantly impact these operational teams and their effectiveness.

**Position Responsibilities**
- Lead and direct the activities across the Servicing teams within the Customer Contact Centre to ensure achievement of agreed targets and KPIs and adherence to key processes and execution of relevant controls.
- Manage the day-to-day operational requirements of the Servicing teams within the Customer Contact Centre. Willing and able to be involved in tactical issues on the floor when required, demonstrating a common sense approach to everyday issues.
- Recruitment and management of Servicing Team Leaders and team members, ensuring ongoing high performance in a highly customer centric, risk aware and data driven environment.
- Lead, direct and ensure all staff are appropriately managed through onboarding, development, career planning and performance management ensuring they are enabled and retained.
- Ensure all mandatory training is completed within required timeframes.
- Prepare tactical plans to respond and address any service issues or gaps.
- Manage any escalated customer issues to ensure appropriate dispute resolution, when required.
- Prepare and deliver reports on Customer Contact Centre performance and results to key stakeholders.
- Responsible for driving adherence/compliance with all Aussie and Customer Contact Centre policies and procedures to ensure the Servicing teams remain within risk appetite and deliver on regulatory requirements, including NCCP, data protection and Privacy.
- Manage delivery of all key controls and segregation of duties within the Servicing teams to ensure appropriate risk management.
- Ensure all relevant team-based quality assurance reviews and associate coaching sessions are conducted throughout Servicing teams.
- Contribute to the achievement of Aussie strategic objectives through implementing projects and change initiatives across Servicing teams.
- Manage delivery of critical initiatives within Servicing teams to drive improvements in customer experience, risk management, culture, processes, technology, and team performance.
- Lead and direct the Customer Contact Centre in Working Smarter initiatives and process excellence.
- Be a strong advocate and demonstrator of the Aussie vision and values to ensure outstanding customer satisfaction is achieved.
- Ensure each customer is kept informed and that diligent and responsive follow up is provided to them on a proactive and regular basis.
- Always operate with the highest level of integrity and drive a culture of risk awareness with all team members

**Position Requirements - Background & Expertise**
- Previous experience in a Discharges related role, preferably in a fast-paced finance/banking service centre environment
- Outstanding customer service centricity demonstrated by a desire to deliver a great customer experience
- Commitment to continuous improvement and innovation in quality assurance
- A team player and able to work in cross functional teams
- High level of mathematical, analytical, and statistical skills.
- Proficient in excel, Adobe sign or DocuSign.
- Experience with online cloud telephony systems i.e., Amazon Connect, PureCloud etc. preferred.
- Experience with online systems i.e., Salesforce, Citrix Boss, Calabrio, Teams, Zoom etc. p