Director - Home Lending Operations - US Mortgage

Role Purpose:

- The role holder is responsible for the leadership, development and capability uplift of the Deal Ready Associates to support bankers to deliver a superior customer service for all lending transactions. The Lead will drive operational efficiency and productivity and ensure we meet our risk and compliance obligations whilst supporting our customers to achieve their goals.

- The function covers all type of lending including simple and complex loans, increases, decreases and renewals. The role has direct accountability for input quality, file compliance, operational efficiency, customer NPS and time to decision.

- The role is key to enable the business performance and growth by creating a customer focused service excellence culture, supporting bankers in meeting customer needs and driving an effective and efficient operations

Essential capabilities:

- Knowledge and experience of lending processes and credit experience.

- Emerging leadership capability

- End to End Lending Services Knowledge

- Deliver Seamless Transitions

- Risk Mitigation: Identify, assess, and mitigate potential transition risks through proactive planning and contingency strategies.

- Process Optimization: Drive process improvements during transitions, targeting a minimum of 10% efficiency gain in the transitioned operations.

- Compliance & Governance: Maintain full compliance with internal controls, audit requirements, and regulatory standards throughout the transition process & BAU

Other capabilities:

- Credit and Business/Home lending

- Strong customer service skills

- Excellent written and communication skills

- Proactive attitude

Experience:

- 18+ years professional experience in banking/finance related disciplines.

- Experience in managing change, embedding operational improvement, delivering key productivity and financial targets.

- Proven ability to manage cross-functional teams and complex projects.

- Prior experience leading in multi-cultural scenarios and strong customer service skills

- Need for being flexible with shift/work hours

- Bachelor degree qualification in finance, Commerce preferred

Key Accountabilities:

- Running an effective and efficient customer focused lending services team with operational excellence disciplines

- Deliver high level of service excellence

- Proactive daily monitoring of workforce and queues to ensure optimised flow

- Support functions cost and service performance targets

- Continued capability uplift of team

- Continuous improvement focus

- Proactively manage risk, meeting all policy and compliance requirements; perform controls; adhere to process and procedures pertinent to role.

- Lead, coach and motivate team to achieve business and personal goals