Senior Manager, Customer & Operations at Lendi Group

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Process Design, Workflow Optimisation, Performance Improvement, Stakeholder Management, Analytical Skills, Data Insights, AI Integration, Training, Coaching, Collaboration, Change Execution, Compliance, Quality Standards, Digital Fluency, Customer Service

Industry

Financial Services

Description

Company Description Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise. Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024. To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/ Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions, with a goal of becoming AI-native by June 2026. Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy. Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance. Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment. About the role As Senior Manager, Customer & Operations, you'll lead and optimise key processes and service improvements across Credit & Operations team at Lendi Group. This hands-on, high-impact role suits a commercially minded operator who thrives on structure, data, and delivery. You’ll work closely with senior leaders to test, implement, and scale operational models that lift productivity, quality, and service levels across our end-to-end property journey. This is a unique opportunity to shape the future of our operations — leveraging AI, automation, and data intelligence to drive better outcomes for customers and brokers. With strong performance, you’ll be well positioned for broader operational leadership opportunities over the next 24 months. Job Description Operational Leadership Partner with the GM, Credit & Operations to execute and embed the next phase of our operating model. Drive operational excellence through structured process improvement, AI-enabled workflow automation, and disciplined change execution. Collaborate with local and offshore leaders to ensure seamless handovers, alignment on quality standards, and consistent service delivery. Process Design & Optimisation Map, analyse, and redesign existing workflows to improve efficiency, scalability, and consistency. Identify and champion automation and AI opportunities in partnership with Technology and Data Science teams. Integrate AI insights into operational decision-making, forecasting, and workforce planning. Establish productivity benchmarks (e.g. matters per FTE, cycle time, rework rate) and drive continuous improvement through data-led insights. Governance & Performance Management Develop and implement frameworks to track KPIs, SLAs, and quality metrics across teams. Ensure compliance with operational and regulatory requirements and data-handling standards. Produce concise reporting and analysis to inform senior leader decision-making. Capability & Development Build capability within the Manila operations team through structured training, coaching, and performance development. Foster a high-performance, collaborative culture aligned with Lendi Group values. Strengthen alignment between Manila and onshore teams to ensure shared accountability and continuous improvement. Champion digital fluency and readiness to adopt emerging AI tools that enhance operational efficiency and outcomes. Qualifications 6+ years’ experience in operations, process management, or shared services, ideally within financial services or property industries. Proven track record leading offshore or distributed operational teams in a high-volume, regulated environment. Strong analytical skills with the ability to turn data into insight and operational action. Demonstrated experience in process design, workflow optimisation, and performance improvement, including exposure to automation or AI-driven tools. Exceptional stakeholder management and communication skills, able to work across all levels from frontline staff to senior leadership. A hands-on, commercially minded operator who blends strategic thinking with disciplined execution Additional Information Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence. We support our people in a variety of ways, but a few of the benefits that our people rave about include: A vibrant, relaxed, yet professional culture. Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration. A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work. Generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers. An additional week’s Loyalty Leave each year after reaching 3 years’ service. Wellness initiatives with a strong focus on psychological safety. We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace. Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract, engage and evolve the right talent and build best-in-class products. This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey. Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big! #lendigroup #LI-AMH1 #LI-hybrid

Responsibilities

Lead and optimise key processes and service improvements across the Credit & Operations team. Collaborate with senior leaders to implement operational models that enhance productivity and service levels.