Who We Are

Join a dynamic and supportive team where you’ll play a key role in delivering exceptional service to our valued clients. As a growing global organisation, we offer real opportunities for career progression and development across Operations, IT, Sales, Legal, Finance, and Shared Services in Australia and New Zealand.

We pride ourselves on a flexible and friendly work environment built on collaboration, accountability, and strong team culture. We’re proud to have been awarded the Great Place to Work Certification for the fourth consecutive year. This achievement reflects our people, our progress, and the inclusive culture we continue to shape together.

Your voice matters here, and we’re committed to continuously improving and ensuring this remains a workplace where you can thrive. If you’re looking to grow your career in a professional and empowering environment, we’d love to hear from you.

Job Summary

This role will be responsible for leading, guiding and coaching a team with the purpose of delivering strong results and superior service to our external clients while working in collaboration with internal teams.
The role operates in a fast-paced deadline driven environment and works with the intent of delivering service excellence."Duties and Responsibilities: Customer Focus / Customer Experience •Achievement of SLA and contractual obligations for each allocated customer •Day to day management of client expectations •Oversee the team’s activities to ensure meeting customer’s expectation •Participate in any customer meeting and/or governance forum as an when required as requested by the Service Delivery Manager •Actively support and champion the organisational Client Experience Program •Fill in for the Service Delivery Manager (in their absence) with any external stakeholder escalations or incidents Process •Comply with customer specific operating processes •Ensure adherence to all internal policies and procedures •Foster and encourage an environment of innovation and continual improvement •Ensure adherence to workflow management tools including planning; forecasting and managing variances •As the leader, required to ensure the team adopts docuPREP processes and queue management principles Team Management and Behaviour •Lead and be a role model for a culture of high performance and commitment to the business; the team and the customer •Create a team of empowered and involved individuals by fostering a culture of growth and development and inclusiveness •Effectively recruit and develop a team to ensure retention of talent and to ensure succession •Proactively management employee performance against an agreed set of Key Performance Indicators (KPIs) and objectives •Manage absences and resourcing and rostering •Conducting daily buzz meetings •Demonstrates ownership and accountability in times when an unscheduled event/s occurs, regardless of when this occurs (i.e. assess impact of all relevant stakeholders and how they are affected; keep stakeholders updated and advise what is being done to rectify). Eg would be PEXA is down for a period or telecommunications disruption. Results Orientated / Data •Manage and motivate team to exceed established productivity targets •Ensure all internal and external SLAs are achieved or exceeded •Proactively monitor quality targets and management team to ensure these are met or exceeded •Receive and interpret AOM performance and communicate with the team •Assess any gaps identified in reports and work with team to close these gaps and/or address any concerns •Produce quarterly report for Service Delivery Leader •Ensure team adherence to all risk and compliance obligations Work Health and Safety: •To have an understanding of the company’s Safety and Wellbeing policy •Take reasonable care to protect your health and safety and the health and safety of others •Report all safety hazards, incidents, near misses and injuries •Maintain a clear and orderly work area Essential Requirements: •Sound knowledge in end-to-end mortgage processing •Demonstrated experience in a fast-paced financial services environment •Familiarity with land titles and mortgage aspects of property law •People leadership (ie delegation and supervision of work; performance management; conflict resolution; on the job training) •Excellent verbal and written communications •Outstanding planning and organisational skills with attention to detail •Highly developed stakeholder relationship skills •Excellent IT competency including the desire and ability to learn new system as they are introduced •Ability to receive and dissect reports (data) and develop process improvement Desirable Criteria: •Relevant certificate or tertiary qualifications (conveyancing; mortgage) •Experience using a computer-based workflow tool •3+ years people management and work allocation"

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

We’re committed to supporting your personal and professional growth through meaningful benefits, recognition programs, and a workplace culture that values wellbeing, connection, and development across Australia and New Zealand.

HERE’S WHAT SETS US APART:

• Employee Assistance Program (EAP)

• Employee Referral Program

• Flu Vaccination Program

• Fundraising Challenges

• Social Teams & Events

• Tenure Recognition Program

• Rewards and Recognition Program

• Training & Development

• Discounted First Title Insurances