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About the Role

This role is responsible for leading, guiding, and coaching a team to deliver strong results and superior service to external clients, in collaboration with internal teams. The role operates in a fast-paced, deadline-driven environment with the goal of delivering service excellence.

Responsibilities

• Achieve SLA and contractual obligations for each allocated customer.
• Manage day-to-day client expectations.
• Oversee team activities to ensure customer expectations are met.
• Participate in customer meetings and governance forums as required.
• Support and champion the organizational Client Experience Program.
• Act as a backup for the Service Delivery Manager during their absence for external stakeholder escalations or incidents.
• Comply with customer-specific operating processes.
• Ensure adherence to all internal policies and procedures.
• Foster an environment of innovation and continual improvement.
• Ensure adherence to workflow management tools, including planning, forecasting, and managing variances.
• Ensure the team adopts docuPREP processes and queue management principles.
• Lead and be a role model for a culture of high performance and commitment.
• Create a team of empowered and involved individuals by fostering growth, development, and inclusiveness.
• Recruit and develop a team to ensure talent retention and succession.
• Proactively manage employee performance against KPIs and objectives.
• Manage absences, resourcing, and rostering.
• Conduct daily buzz meetings.
• Demonstrate ownership and accountability during unscheduled events, assessing impact, updating stakeholders, and advising on rectification.
• Manage and motivate the team to exceed established productivity targets.
• Ensure all internal and external SLAs are achieved or exceeded.
• Proactively monitor quality targets and manage the team to ensure they are met or exceeded.
• Receive and interpret AOM performance and communicate with the team.
• Assess gaps identified in reports and work with the team to close them.
• Produce quarterly reports for the Service Delivery Leader.
• Ensure team adherence to all risk and compliance obligations.
• Understand the company's Safety and Wellbeing policy.
• Take reasonable care to protect personal health and safety and that of others.
• Report all safety hazards, incidents, near misses, and injuries.
• Maintain a clear and orderly work area.

Requirements

• Sound knowledge in end-to-end mortgage processing.
• Demonstrated experience in a fast-paced financial services environment.
• Familiarity with land titles and mortgage aspects of property law.
• People leadership skills, including delegation, supervision, performance management, conflict resolution, and on-the-job training.
• Excellent verbal and written communication skills.
• Outstanding planning and organizational skills with attention to detail.
• Highly developed stakeholder relationship skills.
• Excellent IT competency, including the ability to learn new systems.
• Ability to receive and dissect reports (data) and develop process improvements.
• Relevant certificate or tertiary qualifications (conveyancing; mortgage) is desirable.
• Experience using a computer-based workflow tool is desirable.
• 3+ years of people management and work allocation experience is desirable.

Skills

• Mortgage processing
• Financial services
• Land titles
• Property law
• People leadership
• Delegation
• Supervision
• Performance management
• Conflict resolution
• On-the-job training
• Verbal communication
• Written communication
• Planning
• Organizational skills
• Attention to detail
• Stakeholder relationship management
• IT competency
• Data analysis
• Process improvement
• Workflow management tools

Location

• Australia
• New Zealand

Work Type

• Full-time

Experience Level

• 3+ years people management and work allocation

Education Level

• Relevant certificate or tertiary qualifications (conveyancing; mortgage)

Benefits

• Employee Assistance Program (EAP)
• Employee Referral Program
• Flu Vaccination Program
• Fundraising Challenges
• Social Teams & Events
• Tenure Recognition Program
• Rewards and Recognition Program
• Training & Development
• Discounted First Title Insurances

About the Company

• A dynamic and supportive team environment.
• A growing global organisation offering career progression and development opportunities.
• A flexible and friendly work environment built on collaboration, accountability, and strong team culture.
• Awarded Great Place to Work Certification for four consecutive years.
• An inclusive culture where employee voice matters.
• A professional and empowering environment committed to continuous improvement.
• A People First culture that embraces individuality and inclusivity.
• A workplace that values wellbeing, connection, and development.

Equal Opportunity

• First American is an equal opportunity employer in every sense of the term.