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Home Loans Manager


An excellent permanent opportunity is available to join the Customer Solutions team within the Personal Banking division. This Manager level role reports to the Head of Customer Solutions and presents an opportunity to join an exciting and fast-growing business within Macquarie’s Banking & Financial Services Group.

Personal Banking offers home loans, car loans, credit cards and deposits. We have award-winning internet and mobile banking apps and are focused on delivering a best-in-market banking and digital origination's experience. Through innovation and a dedication to customer experience, we have recently achieved a leading market share in broker home loans. We aspire to be Australia’s #1 Digital Bank.

Within Personal Banking, we are proud of our culture of diversity & inclusion and high performance. We have a strong focus on meeting community expectations and making risk-conscious and data-based decisions. In line with our entrepreneurial and innovative culture, we adopt Enterprise Agile ways of working and embrace a growth and learning mindset.

We are looking for a committed and driven professional with strong customer experience focus, people management, problem solving and analytical skills to join our team as a Variations Team Leader.  

The Variations function is part of the broader Customer Solutions team which plays an integral role in Macquarie’s post settlement world and reducing customer attrition by offering market leading home loan solutions to our existing customer base.

You will be part of a high performing leadership team looking after a team of 16 consultants.

As a Team Leader for Personal Banking, your key responsibilities will be:

Team Culture and Engagement

  • Create a high-performance culture that supports learning, personal development, and growth
  • Provide regular coaching and support to members of the team
  • Set and achieve agreed balanced scorecard targets
  • Collaborating with other team leaders on team building and engagement activity
  • Organising daily operations, workflow and setting clear team direction
  • Encourage innovation across the team and participate in key business initiatives and projects

Credit, Product, Process and System Knowledge

  • You will be acknowledged / accredited as having strong credit capability in a residential home lending context
  • Your strong credit knowledge means the Credit Analyst team will gain confidence that your judgement is well calibrated to Macquarie’s risk appetite
  • Help identify credit knowledge gaps in team members, and work with the Credit team to address
  • You will build strong product and process knowledge and have an ability to identify and close knowledge gaps in the team
  • Identify and raise feedback through appropriate channels on changes required to credit policy, products, systems or internal processes

Customer Experience, Monitoring and Compliance

  • Closely monitor team’s activity through call and file monitoring, sales quality and performance reporting dashboards
  • Ensure regulatory compliance and continuous professional development requirements are being met on time across the team
  • Identify key moments-of-truth in customer experience, and intervene quickly where required to deal with customer escalations and complaints

Stakeholder Engagement

  • Engage and build effective working relationships with various internal stakeholders (e.g. Credit, Client Services, Settlements, Discharges, Product & Technology) to deliver positive outcomes for customers, the team and business
  • Present occasionally to internal or external groups to drive awareness, business activity and engagement

We are keen to hear from people who can demonstrate:

  • A strong track record in leadership in client services, sales or credit-based roles
  • A high level of self-motivation and drive
  • Inclusive leadership that drives a culture of accountability
  • Excellent interpersonal, communication and relationship management skills
  • Ability to manage competing priorities and collaboratively engage with multiple stakeholders
  • Strong problem-solving skills and ability to drive resolution of team issues
  • Excellent attention to detail, planning and prioritisation skills
  • Credit knowledge and experience is desired

This is an exciting opportunity to join a dynamic and growing business. If you are interested in taking the next step in your career, please apply directly, or contact Sian Pamphlett for further information.

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity and Inclusion 

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 16,000+ employees and offices in 32 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Find out more at

Job no: BFS-960549
Work type: Maximum term, Permanent - Full time
Location: Sydney
Category: Senior, Retail Banking
Group: Banking and Financial Services
Division: Personal Banking
Recruiter: Sian Pamphlett
Opening Date: