Customer Operations Team Leader

• Are you a customer service leader with 2 -3 years contact centre experience?
• Join a fast-growing company with over 330 people operating across Australia, New Zealand & the Philippines!
• Earn a competitive salary PLUS additional benefits such as free in-house breakfast options, the opportunity to work from home 1 day per week, a monthly wellness hour, parental leave, income protection and our in-house run club!

We are a dynamic and leading ASX-listed non-bank lender and multi-channel distribution business in Australia and New Zealand. We enable homeowners and businesses to achieve their dreams by providing innovative, fast and accessible lending solutions to homeowners, consumers and businesses across Australia and New Zealand. 

Our brands include Resimac, Resimac NZ, homeloans.com.au and Resimac Asset Finance and we’re proud to be servicing over 50,000+ current customers, with assets under management of over $15 billion, and a fast-growing workforce of over 350 people operating across Australia, New Zealand and the Philippines.

We’re big on the kind of people that are passionate about putting customers at the heart of everything we do! 

We are looking for a full-timeCustomer Operations Team Leader based in Sydney, NSW.

Reporting to the Head of Operations, you will be responsible for managing and motivating a team to deliver outstanding customer service and achieve business targets. Team Leadership and Operational Management will also be key aspects of your role.

More specifically, your responsibilities include but are not limited to:

• Managing and motivating a team to optimise performance and achieve objectives
• Coaching individuals for development and performance enhancement
• Coordinating operations activities to meet business goals
• Managing end-to-end customer service and loan administration for clients
• Setting performance targets and ensuring team skill and knowledge development
• Directly engaging with customers to resolve escalations and complaints
• Maintaining accurate customer data and ensuring compliance with quality and regulatory standards
• Identifying areas for continuous improvement and implementing solutions

To qualify, you will need a minimum of 1-3 years Contact Centre experience, ideally within the mortgage or financial services industry ( but not essential ). People management experience will be held in high regard and you will ideally have had experience leading and motivating a small team. Candidates with a Certificate IV in Finance & Mortgage Broking will also be highly regarded. 

Additionally, the following skills and background will be highly valued:

• Knowledge of mortgage processing procedures
• Familiarity with the National Consumer Credit Protection (NCCP) Act and Privacy Act
• Competent computer literacy including Word, Excel, Outlook, and CRM systems

As our ideal candidate, you will possess excellent verbal and written communication skills, a very high level of accuracy and attention to detail, well-developed analytical thinking and problem-solving capability, and the ability to embrace and lead through change. Your adaptability, resilience, and ability to foster a positive team environment will make you succeed in this role, alongside a mindset that values innovation, continuous improvement, and a performance culture.

This is a pivotal role within our team, requiring a leader who can inspire, motivate, and drive excellence in service delivery and operational efficiency. 

In addition to competitive remuneration, we offer a collaborative culture that encourages career growth, professional development, and workplace flexibility!

With a focus on our people, we offer several employee benefits including:

• A supportive and friendly environment where everyone is approachable
• WFH 1 day per week
• Internal opportunities to cross train in other teams/areas of the business
• Competitive remuneration package with bonus potential
• Paid Income Protection
• Paid parental leave
• Wellness hour each month - Take back time for yourself to recharge!
• Breakfast Bar - daily breakfast provided by us to help fuel your day!
• Run Club!
• Other outstanding benefits including salary continuance volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities

Resimac is committed to building a diverse and inclusive business and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI and related communities, mature workers, people living with a disability and different cultural backgrounds.

If you are a customer service professional with mortgage or financial services industry experience, don't wait! - Apply Now!