The job description
Replace the bracketed fields and keep the duties that match your actual workflow.
- Organisation
- [Organisation name]
- Location & work model
- [Location; onsite, hybrid or remote]
- Employment type & hours
- [Employment type, weekly hours and time-zone overlap]
- Remuneration
- [Confirmed pay range, currency, superannuation and any incentive terms]
- Reports to
- [Named manager; suggested position: Brokerage principal or lending executive]
- Systems & access
- [Approved systems, records and access scope]
- Authority & supervision
- [Permitted tasks, decisions, reviewer and escalation route]
- Required qualifications
- [Employer-confirmed licences, registrations, training or accreditations]
About the organisation
[Describe the actual business, team and customers in two or three factual sentences.]
Role purpose
Lead the people, queues and operating controls that connect mortgage enquiry, preparation, review, settlement and ongoing service.
Key responsibilities
- Map workflow stages, ownership, acceptance criteria and escalation routes.
- Forecast ready work against support and reviewer capacity.
- Plan staffing, cover and team development with the relevant leaders.
- Review quality, flow, rework and customer communication evidence.
- Coordinate controlled changes to systems and operating procedures.
- Report operating constraints and follow through on dated improvement decisions.
Essential capabilities
- Experience leading mortgage or lending operations.
- Strong workload planning and process analysis.
- Ability to manage people and distinguish upstream causes from team performance.
- Clear control ownership and change management.
Useful experience
Mortgage operating models · Capacity planning · Cross-team leadership. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Brokers, processing, settlement, client service and systems teams. Confirm the actual owners and handoff routes.
How to apply
[Application route, closing date, contact and any adjustment request process.]
We assess candidates against the role-relevant criteria and use a fictional work sample.
What good looks like.
Agree the pace, reviewer and measures with the person you hire.
Map the operating queues and establish a shared performance baseline.
Run a consistent operating review and deliver an agreed process change.
Verify the change against quality and flow measures and agree the next priority.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you decide whether a growing queue needs a hire, a process change or more review capacity?
- Describe a relevant piece of work, the checks you used and what you did when the instructions or evidence were incomplete.
- How would you organise competing deadlines, record your decisions and escalate a risk to the next handoff?
A practical work sample
Review a fictional pipeline, task-time sample and roster. Prepare a four-week operating plan showing constraints, decisions and accountable owners.
Use fictional information and the same instructions for shortlisted applicants. Agree adjustments and timing beforehand. Score accuracy, reasoning, communication and appropriate escalation; this exercise should not produce live client work.
Before you post.
- Replace every bracketed field with the actual employer, working arrangement and pay terms.
- Choose the duties the role will really own; remove unrelated tasks and separate essential from trainable skills.
- Confirm the task authority, supervision, qualifications and access with the responsible employer or licensee.
- Check pay and conditions against the applicable employment requirements before advertising.
- Use the same role-relevant selection criteria and fictional work sample for shortlisted applicants; invite adjustment requests.
- Name the reviewer and agree realistic first-90-day outcomes before the person starts.
Credit authority and appointment
Confirm the actual activities and appointment arrangement with your licensee. ASIC explains that employee and contractor arrangements can differ; a job title does not settle the scope. ASIC guidance
Pay and advertised conditions
Use confirmed pay terms and check the applicable minimum entitlements before publishing the advertisement. Fair Work Ombudsman guidance
A clear hiring process
Confirm the employment arrangement, duties and working conditions as part of preparing the role. Fair Work Ombudsman guidance
Information and access
Agree how personal information will be handled and the records and systems the role may access. OAIC guidance