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    General Manager - Melbourne, Australia - Burbank

    Burbank
    Burbank Melbourne, Australia

    4 days ago

    Default job background
    Full time
    Description
    • Supportive staff and a great team to work with
    • Highly competitive commission structure
    • Great employee benefits

    Primary Purpose:
    The purpose of this role is to:

    • Manage and continually improve the efficiency and profitability of National Pacific Finance, by ensuring both short- and longer-term business objectives are met in relation to all activities across the Sales & Operations functions.
    • Build and maintain strong, sustainable relationships with industry stakeholders that ensure the long-term viability and growth of the business.
    • Manage and develop a high performing team of Accredited Mortgage Brokers & Customer processing teams that deliver required business outcomes and an exceptional level of service to all stakeholders.


    Key Result Area
    Key Responsibilities
    Strategic Planning

    • Contribute to the development and implementation of NPF BluePrint that aligns with client needs, expectations and contributes to the growth and profitability of NPF.
    • Understand market trends, industry developments and competitor activity that may impact on operational effectiveness and the achievement of business objectives.
    • Identify opportunities for improvement and development of operational activities that support achievement of longer-term strategic objectives.

    Operational Management

    • Manage NPF operations to meet budget and other financial goals,
    • Coach and mentor Accredited Mortgage Brokers to continually deliver outcomes without compromise to compliance, quality and customer satisfaction.
    • Analyse, identify and implement operational improvement opportunities that will result in more efficient processes that minimise delays.
    • Develop, establish, and directly execute operational policies and procedures to support NPF BluePrint.
    • Support and collaborate with NPF Compliance and Administration Manager.
    • Keep the Associate Director informed of key planning issues and make recommendations on significant business decisions relating to the Sales & Operations functions.

    Stakeholder Relationships

    • Support and collaborate effectively with the Compliance & Administration Manager to ensure compliance and consistency across all areas of the NPF business is of a high-quality standard.
    • Ensure consistent, informative and relevant communication with staff, clients and all other stakeholders including AFG and internal departments within Burbank Group of Companies.
    • Play a leadership role in developing a unified NPF business culture that strives for best practice, customer satisfaction and continual stakeholder engagement

    Customer Service

    • Support the business in investigating and managing complaints, ensuring the complaint policy and procedure, complaint register, and thorough records are executed and maintained.
    • Coach and mentor the team of Mortgage Brokers to proactively manage and improve customer service.
    • Manage escalated issues as they arise in relation to NPF customer service delivery.

    Financial Management

    • Effectively manage the NPF budget to ensure financial objectives are consistently met.
    • Set and progress monthly forecasts.
    • Create clear accountabilities for the team of Mortgage Brokers to meet and/or exceed these targets.
    • Contribute to the preparation of the annual budget that aligns with overall business financial targets.
    • Ensure that reporting is consistent, timely and accurate to facilitate effective business decision-making.


    People Management

    • Ensure that the team of Mortgage Brokers understand what is expected of them and regularly receive feedback on their performance and contribution.
    • Support, develop strategies to provide professional development opportunities for the team of Mortgage Brokers, that will promote advancement.
    • Proactively resource the business to meet the organisational demands and objectives.
    • Ensure the team of Mortgage Brokers are trained and developed to deliver organisational objectives.
    • Facilitate resourceful and effective monthly team meetings.
    • Lead by example in demonstrating the values and desired behaviours and culture of the organisation and applies core competencies consistently.
    • Provide guidance for improved performance; identify and address performance weaknesses at an individual and team level as appropriate and in a timely manner


    Typical Qualifications and/or Experience

    • Tertiary qualification in Mortgage Broking, business management or related discipline, Diploma in Finance and Mortgage Broking (minimum).
    • In-depth knowledge of the Finance and Mortgage Broking Industry.
    • MFAA Accreditation.
    • Anti-Money Laundering Certificate (AML).
    • Satisfactory Police Check and Equifax report.
    • Valid Driving Licence.
    • Extensive Mortgage Broking industry experience at a senior sales & operational level.
    • Demonstrated leadership skills with a clear vision in managing a team.
    • Excellent interpersonal and engagement skills with a collaborative, results focussed management style.
    • Strong presentation and communication skills both written and verbal.
    • Excellent time management skills and the ability to delegate responsibilities effectively.
    • Ability to identify, analyse, debate and resolve issues of importance to the organisation.
    • Experience with Mortgage Broking Customer Relation Management software programs, ie FLEX or similar program
    • Sound financial management experience with the ability to analyse and report numerical data



    Occupational Health & Safety Compliance
    All Burbank employees have a responsibility to behave in a manner, which ensures that their actions or omissions, do not adversely affect the environment or the health, safety and wellbeing of themselves, colleagues, contractors or members of the public.
    Burbank employees must:

    • Meet all responsibilities as outlined in Burbank's HSE manual.
    • Participate in any training and HSE initiatives implemented by the Group.
    • Comply with all safety directives and work instructions.
    • Immediately report any incident or potential hazard as per HSE Manual.
    • Evacuation plans fully understood and ready to activate when necessary.
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