Franchise Operations Specialist

The Franchise Operations Specialist leads the operational management and continuous improvement of franchise operations across the Distribution business with a strong focus on governance franchise lifecycle processes documentation supported store operations risk-managed execution and business readiness.

Working closely with the Head of Distribution Operations and stakeholders across Network Development Distribution Credit Operations Legal Risk and Compliance the role translates strategic priorities into practical scalable and commercially sound operational outcomes for the franchise network.

As the operational owner of core franchise operations workstreams the role ensures processes are fit for purpose documentation remains current operational controls are effective and business initiatives are implemented consistently across the network.

Combining operational leadership process ownership stakeholder management and continuous improvement the role is accountable for strengthening franchise operations improving consistency and governance and creating a more efficient scalable and franchisee-friendly operating environment.

Key responsibilities 

• Lead the operational management of franchise operations across the network ensuring core processes controls and service standards are effectively maintained and continuously improved.
• Own and improve franchise operational processes across key lifecycle activities such as franchise transfers broker transfers settlements support onboarding supported store arrangements approvals fees correspondence and store file management.
• Lead the maintenance uplift and governance of key operational documentation including Franchise Operations Manuals Franchise Hub content policies procedures templates and standard operating procedures.
• Partner with Legal Risk and Compliance to ensure franchise operational processes communications and documentation are appropriately governed and implemented in line with internal standards and regulatory expectations.
• Support and oversee the operational execution of strategic initiatives impacting franchise operations ensuring business readiness implementation planning communication and follow-through are effectively managed.
• Oversee the operational execution of Distributions broker and franchise value proposition initiatives ensuring franchisee-facing processes are clear consistent and operationally effective.
• Provide leadership and guidance across franchise operations activities helping set priorities clarify expectations and maintain delivery discipline across both strategic initiatives and business-as-usual work.

Qualifications :

• Demonstrated experience in franchise operations business operations operational leadership project delivery or process management ideally within franchising financial services distribution or a multi-site environment.
• Proven experience improving operational processes and delivering outcomes across complex multi-stakeholder environments.
• Strong stakeholder management skills with experience partnering across senior leaders and functions including Legal Risk & Compliance Credit and Operations.
• Experience managing operational governance documentation policies procedures manuals and standard operating processes.
• Strong process improvement and business readiness capability including workflow optimisation operational rollout and embedding effective controls.
• Strong analytical and commercial acumen with the ability to assess operational impacts interpret data and balance business franchisee and risk requirements.
• Excellent written and verbal communication skills with the ability to develop operational guidance documentation and stakeholder communications.
• Demonstrated ability to manage competing priorities while maintaining high standards of governance operational discipline attention to detail and quality across BAU and strategic initiatives.

Desired experience

• Experience in mortgage broking franchising retail network operations or financial services.
• Familiarity with franchise lifecycle management supported store operations and network governance.
• Experience managing operational documentation including manuals knowledge hubs templates version control and quality assurance processes.
• Experience supporting operating model change service transformation and business improvement initiatives.

Additional Information :

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise innovative technology and a customer-first approach our teams work seamlessly to simplify the property journey helping Australians find buy and own property with confidence.

We support our people in a variety of ways but a few of the benefits that our people rave about include:

• A vibrant relaxed yet professional culture.
• Hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration.
• A holistic wellbeing programs offering 24/7 support including medical mental health and financial wellbeing services to enable our workforce to thrive at home and work.
• Generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
• An additional weeks Loyalty Leave each year after reaching 3 years service.
• Wellness initiatives with a strong focus on psychological safety.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNAhelping us attract engage and grow the right talent while building best-in-class products. Together with our principles they guide how we collaborate support one another and make decisions to drive progress with purpose.

Were committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation stronger collaboration and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing purpose-driven company thats transforming the homeownership journey.

Ready to contribute to Lendi Groups next chapter Apply now and be part of something big!

#lendigroup #LI-GP1 #LI-Hybrid

Remote Work :

No

Employment Type :

Full-time