See yourself in our team

• Grow your lending leadership career within the RBS Direct Lending business.
• Showcase your leadership expertise in a growing acquisition channel.
• Market leading call centre capability and transformation agenda.  
• Thrive professionally in a flexible hybrid working environment.
• Location: Hobart, TAS
  

About the opportunity:

The Team Manager, Home Lending Acquisition role is to lead, develop, and retain a team of lenders. The role will ensure lenders have the necessary skills, attributes, behaviours, and motivation to provide exceptional service in meeting the home lending needs of our customers.

The Team Manager will be responsible for cultivating a successful Sales and Service performance culture. They will provide factual advice on lending products, services, and issues. You will manage resources to optimise business outcomes, meet agreed targets, and build positive relationships. This is a great opportunity to build a team of lenders to accommodate to the unprecedented demand of the housing market.

Your Impact

Directly reporting into the Senior Manager, Home Lending, your responsibilities include; but are not limited to:

• Providing your team of direct reports with coaching & development to meet business performance targets and standards. You will also support continuous improvements within your team to assist targets being achieved by providing high quality and consistent interactions with Lenders & other Business units.
• Managing the team to ensure customer milestones are completed for the home loan process (from application through to settlement/funding); and ensuring settlement/funding timeframes are met.
• Conducting Call Quality Monitoring, review and provide appropriate feedback to employees 
• Managing complex enquiries and complaints within area of control, act as point of reference for escalated enquiries and for Home Loan Consultants. You will also refer customers with complex financial needs to specialists within the Group appropriately.
• Managing key relationships with internal and external CBA stakeholders (eg: Direct Banking Change Management, Lending Services, Solicitors).
• Assisting in the implementation of policies and procedures to ensure the effecting running of the contact centre. 
  

Your Capability

• You are based in Hobart, and are able to attend the office 50% of the month.
• You are a self-motivated individual whom is passionate about leading and inspiring your team to thrive and deliver results. You are also a change leader and have a growth mindset.
• Home Buying knowledge/experience is required.
• Demonstrated team leadership, coaching and people management skills.
• Able to perform well in an ambiguous, fast paced and highly regulated environment.
• You collaborate well & understand shared success 
• You are passionate about customer satisfaction, have the ability to show initiative; and problem solve for a wide variety