Where will a career at Macquarie take you?

As a Team Leader, you will be responsible for:   

1. 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   

• Drive team motivation through reward & recognition and celebration of team goals   

• Collaborating with other team leaders on team-building and engagement activity  

• Involved in the interviewing and hiring of new staff 

2. Credit, Product, Process and System Knowledge    

• You will be acknowledged / accredited as having strong credit capability in a residential home lending context   

• Help identify credit knowledge gaps in team members, and work with the coaching 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   

3. 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    

• Close liaison with the Client Care team for complaint management / escalation    

• Extract learnings from customer complaints and poor feedback to coach the team or introduce changes to team processes   

4. Stakeholder Engagement    

• Engage and build effective working relationships with various internal stakeholders (eg Credit, Client Services, Marketing, 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   

To be successful in this role, you will have a minimum of 6 years of experience in residential home loans, in a sales-based environment with people management and coaching experience. The ideal candidate will also have background and experience in relationship management and business development. You will also have outstanding written and verbal communication skills in order to convey complex terms in a clear and concise manner. You will be motivated to achieve team goals and help the team grow personally and professionally.    

In return, we will enable you to develop your skills and take your career to new heights in a high growth business, as well as a diverse and inclusive environment where you will be comfortable in bringing your whole self to work every day.