This role plays a critical part in supporting the business objectives of delivering high quality service to our Brokers and Referral partners. This is achieved through the accurate completion of profile changes and due diligence checks on high value changes with appropriate level of sign off. Thus, ensuring that our customers' requests are completed accurately, as expected and on time, first time.
The Manager is expected to be hands-on and have the ability to deal with more complex inquiries from our network and to support the team in providing great customer outcomes. Providing guidance, instruction and leadership for the purpose of achieving key results and a positive experience for all brokers and members.
You will lead a team of experienced agreements/ commissions system specialists and play a key role in minimising the time it takes to complete ad hoc administrative processes and tasks which helps maintain our existing brokers.
Key ResponsibilitiesSupport of Broker & Referrer requirements:
Liaise with the Distribution Team, State Directors, Business Analysts, Agreements, Onboarding, Team Leaders and their Commission teams to ensure the broker agreement maintenance tasks held in LMG commission systems are sufficient.Manage and respond to daily emails received through shared team mailboxes in relation to Broker and Referral inquiry whilst adhering to Loan Market Group service deliverables & company standards.Lead and maintain broker due diligence and maintenance for our brokers.Manage the broker maintenance tasks to ensure these are upheld and updated in an accurate and timely manner within the timeframe and standards set out within our service agreement levels.Ensure that instructions, inquiries and queries, are acted on by the specialists efficiently and effectively, seeking to maintain effective working relationships at all times.Implement, review and apply an appropriate level of approval sign off and quality check for high value changes i.e. ABN/GST, Bank Changes, Fee and Rate/split code, Agreement Execution/Deed of Assignment, Bank Details.Maintain strong data management skills by uplifting internal databases and tracking sheets.Manage and include discussions around Risk in team meetings to ensure any potential issues or incidents are raised. This will protect and minimise any exposure to the business.Manage the processes and documents required for sale of trail, transfer of trail, sale of income, external transfer and update accordingly.Manage in a timely manner all Monthly Franchise Review system changes supplied by the Analyst.Manage all adjustments that are required for FAST & Choice in a timely manner before commission runs.Support to the Team:
Train and develop team members to an exceptional level where they can perform on their own with confidence and train others upon reaching the skill to train.Manage 1:1 monthly catch ups with team members to provide two way feedback and document for performance discussions.Ensure all personal and team training and compliance records are maintained and kept up to date.Support to the Business:
Work closely with the Head of Broker Commissions to continually improve processes.Provide relevant reporting, insight and feedback to the Head of Broker Commissions and Distribution/Executive Teams.Be a part of the Commissions Leadership Team to help improve processes and culture within the wider team.Provide support to the Commission Team Leads for escalations and or immediate actions relating to the Commission Runs.Participate in wider projects to help improve delivery and drive change.Provide monthly reporting on stats to showcase team development.Provide monthly reporting on broker maintenance tasks to track no. of tasks completed, no. within SLA, no. of errors or reworks and actions taken to review and improve processes.To succeed in this role you will bring with you:
Strong understanding of MYCRM, HubSpot, RMS, PodiumHQ, Netsuite and FileInvite.1-3 years Team Leader experience.A "can-do" attitude and a continuous improvement mindset.The ability to work autonomously.Strong communication, written and verbal skills. #J-18808-Ljbffr
