Senior Team Lead - Broker Support

Senior Team Lead - Broker Support

Australian Financial Services

About the Role:

We are seeking a motivated Team Lead to oversee, support, and develop a team of Broker Support Officers.

This role is central to ensuring high-quality support for our Australian clients within a dynamic outsourced services environment.

You will act as both a mentor and a point of escalation, guiding the team to deliver accurate, timely, and professional service while building strong client relationships.

This is a hands-on leadership position, requiring strong knowledge of the Australian mortgage industry, excellent client service skills, and the ability to develop and support individuals to achieve their full potential.

Key Responsibilities:

Team Leadership & Development

• Supervise, guide, and mentor a team of Broker Support Officers.

• Provide technical assistance, coaching, and regular feedback to teammembers.

• Foster a collaborative, supportive, and high-performing team culture.

Training & Capability Building

• Take responsibility for the Broker Support Training Squad, ensuring newrecruits are trained effectively.

• Deliver training, coaching, and assessment to prepare trainees fordeployment to client programs.

• Support continuous learning and skills development across the team.

Client Operations Oversight

• Monitor daily team activities to ensure efficiency, accuracy, and adherence to client service standards.

• Oversee task allocation and workflow across the team to ensure reliability of service delivery.

• Handle escalations promptly and effectively.

Client Liaison & Reporting

• Serve as the primary contact for Australian clients regarding team performance and service delivery.

• Provide regular reporting and updates to clients and management.

• Build and maintain strong client relationships, ensuring high levels of satisfaction.

Quality & Compliance

• Ensure team members comply with internal processes and client requirements.

• Apply knowledge of Australian mortgage industry practices and financial services standards.

• Identify areas for process improvement and recommend solutions.

Qualifications & Requirements

• Minimum 3 years’ experience in the Australian financial services industry, with strongknowledge of the Australian mortgage industry.

• Experience in a leadership or supervisory role.

• Strong interpersonal and communication skills, with the ability to engage confidentlywith both clients and team members.

• Demonstrated ability to mentor, coach, and develop individuals to achieve their best performance.

• Strong problem-solving and decision-making skills, particularly in handling client escalations.

• Positive, energetic, “can-do” mindset.

What We Offer:

• Attractive salary, benefits and allowances, based on qualifications and experience.

• Opportunity to lead and develop a skilled support team in a growing outsourced services environment.

• Exposure to Australian financial services practices and direct client engagement.

• Professional development and career growth opportunities.

• Supportive and collaborative work culture.

• Australian business hours (morning/day shift, Monday to Friday).

• This role is full time onsite at ESC Operations Centre, located in ADB Avenue, Ortigas.