Aussie Product Support Manager Hybrid

Summary & Purpose 

In the role of Loan Servicing and Customer Experience Manager youll lead team members responsible for delivering sales support regarding Aussie Select to brokers and delivering post-settlement support to Aussie Select customers. You are responsible for metrics used to measure the performance of this team and engagement with internal and external stakeholders.  

Responsibilities  

• Lead support mentor and coach a high-performing team across loan servicing and customer service functions to meet service level agreements (SLAs) and key performance indicators (KPIs). 

• Drive team engagement productivity and customer satisfaction through effective leadership and communication. 

• Recruit train and develop team members to enhance their skills foster a positive culture and ensure operational excellence. 

• Oversee team rostering workforce planning and reporting to align resources with servicing and customer support demands. 

• Address performance issues promptly and support team members to achieve their full potential. 

• Ensure the seamless handling of loan servicing and customer inquiries escalations and requests across phone queues and multiple communication channels meeting or exceeding SLAs. 

• Guide the team in managing objections complaints and complex requests such as discharges consents statements file requests and internet banking support. 

• Oversee the processing tasks in an omni-channel environment and ensure operational accuracy and efficiency. 

• Collaborate with internal and external stakeholders to resolve complex issues and deliver high-quality outcomes for customers. 

• Lead initiatives to optimise processes improve service delivery and enhance the overall customer experience. 

• Foster a strong culture of risk management and compliance within the team ensuring alignment with company policies and regulatory requirements including NCCP regulations. 

• Conduct regular quality assurance reviews to monitor compliance and performance using insights to drive continuous improvement. 

• Drive the adoption of new technologies tools and processes to optimise service delivery and team efficiency. 

• Manage escalated loan servicing and customer service issues ensuring timely and effective resolution. 

• Prepare and present performance reports to key stakeholders providing actionable insights and recommendations. 

• Perform other duties as required by senior leadership. 

Qualifications :

• 5 years of experience in customer service with a strong focus on project management change management and team leadership preferably within the Australian financial services or mortgage industry. 

• At least 2 years demonstrated experience in leading teams through restructuring transformation change and turnaround initiatives. 

• Proven ability to align team operations with agile methodologies and drive continuous improvement. 

• Strong understanding of the Australian home loan industry including mortgage products processes and compliance (highly preferred but not required)

• Advanced proficiency in Microsoft Office (Excel Outlook Word) and experience with CRM and telephony systems. 

• Exceptional leadership skills focused on driving change motivating teams and managing complex transitions while maintaining a culture of psychological safety. 

• Strong project management and problem-solving abilities particularly in navigating team restructuring and process optimisation. 

• Excellent communication relationship-building and stakeholder management skills. 

• High level of adaptability with a proactive attitude towards continuous learning and embracing change. 

• Strategic thinker with the ability to translate high-level goals into actionable plans. 

• Attention to detail and strong analytical skills to leverage data insights for decision-making. 

• Must be currently residing in the Greater Manila Area (Metro Manila Neighbouring provinces)

Successful candidates must have a stable postpaid internet connection and a quiet dedicated workspace at home with appropriate furniture (desk and office chair)

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.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration with a requirement to work from our Makati office at least once a month.
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent along with life insurance starting from Day 1.
• Access to 25 days of leave made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits including SSS PhilHealth and Pag-IBIG.

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!

Remote Work :

No

Employment Type :

Full-time