AU Mortgage Operations Lead (Client Service Manager) - …, City of Sydney

Company Profile Our client is a mortgage brokerage in Australia that's being built differently. They’re not a traditional brokerage that added some tech on top. They’re building the company from the ground up with AI and automation at the core of how they operate. Their founding team has 19+ years of mortgage broking expertise and 22+ years of digital marketing and systems experience. They operate through LMG (Loan Market Group), Australia's largest aggregator, with access to 65+ lenders. This isn’t their first time building a remote team in the Philippines. The founders previously built and scaled a tech business with a 30+ person team based in the PH and were building the new company with the same approach. They’re early-stage. The platform and AI systems are actively being built. That's what makes this role exciting and demanding. Overall Purpose and Responsibilities of the Role The Client Service Manager will run client operations and play a central role in how we adopt AI and technology across the business. This is a real CSM role. You'll manage client communications, support brokers, coordinate with lenders, process documentation, and keep deals moving from enquiry through to settlement. The operational work is genuine and immediate, and we need someone who can do it well. What makes this different is where we’re headed. The company is actively building AI systems and tooling to make our operations faster, more accurate, and more scalable. We want someone who's excited by that. Not just willing to use new tools, but genuinely motivated to help shape how they're adopted. Your frontline experience is what tells us where automation will actually help and where it won’t. You'll be identifying opportunities, testing new capabilities, providing feedback that directly influences what gets built, and helping us figure out what great AI‑assisted mortgage operations actually looks like. The role will shift and evolve rapidly. Less manual processing, more oversight of automated workflows, more involvement in how systems are designed and improved. How fast that happens depends partly on you. Duties and Responsibilities Client Service Management
- Manage client communications end-to-end: initial enquiries, document collection, application updates, lender follow‑ups, settlement coordination
- Support brokers across complex scenarios including trusts, self‑employed income, foreign income, multiple properties, and unusual lender credit policies
- Work directly with Australian clients and alongside our brokers. You need to be confident, clear, and comfortable working at pace
- Process and review loan documentation, manage conditional approval requirements, coordinate with lenders
- Track deals through the pipeline from lead to settlement. Nothing falls through the cracks
- Handle escalations and exceptions. The messy stuff that doesn’t fit a standard process
- Coordinate directly with lenders, brokers, and clients (including outbound calls) to drive applications through to completion
- Utilize both internal proprietary systems and LMG platforms (e.g., MyCRM) to manage and progress deals
- Actively participate in weekly, monthly and quarterly alignment cadence.
- Take ownership of deal progression in a fast‑paced, early‑stage environment with evolving processes Technology and AI Adoption
- Be an active participant in adopting new tools and AI capabilities as they come online
- Test and quality‑check AI‑assisted outputs: client‑facing messages, document classifications, lender product matching, compliance checks
- Identify where automation works well and where it breaks down. Feed that back to the team with clear examples and context
- Help document processes and workflows, both as operational playbooks and as inputs for building better systems
- Bring a perspective that only someone doing the work every day can bring. You'll see failure modes and opportunities before anyone else
- Contribute structured feedback to improve AI‑driven workflows based on hands‑on operational experience
- Support ongoing transition from manual processing toward more client‑facing work as automation improves What We Offer
- Competitive compensation
- Flat management structure where you work directly with the founders and your voice is heard
- A ground‑floor role in building one of Australia’s first AI‑native financial services companies
- Ongoing training and professional development to keep your skills current as the industry evolves
- Growth opportunities into operations leadership as we scale Must‑Haves
- 5+ years in client service, operations, or loan processing within mortgage broking, lending, or financial services
- Experience with mortgage aggregator software and lodgement systems such as CRMs and ApplyOnline.
- Direct experience working with Australian clients. You understand the communication style and cultural context
- Strong knowledge of the Australian mortgage process: serviceability, lender policies, document requirements, conditional approvals, settlement workflows
- Very comfortable with technology. You don’t need to be a software developer, but you should be the kind of person who picks up new tools quickly, finds ways to use them without being asked, and isn't fazed when the toolset changes. We'll train for specific gaps, but the baseline comfort and curiosity need to be there already
- Highly proficient written and verbal English. Professional communication needs to be clear, polished, and natural
- Available to work AEST/AEDT hours from the Philippines
- Strong process‑oriented and systems‑thinking mindset, with demonstrated ability to identify efficiencies or improvements
- Ability to operate at a senior level with high ownership in a lean, early‑stage environment
- Comfortable balancing client‑facing responsibilities with process improvement initiatives Nice‑to‑Haves None of these are required, but any of them would get our attention.
- Experience with LMG systems (MyCRM, ApplyOnline, and the broader LMG platform).
- You already use AI tools (ChatGPT, Claude, or similar) to get work done, not just to experiment with
- A track record of improving systems or processes beyond what your job description asked for
- Experience working in startups or early‑stage environments
- Exposure to proprietary or non‑standard mortgage processing systems
- Track record of high performance or operating as a senior individual contributor The Kind of Person Who Thrives Here
- You see a repeated manual task, and you start thinking about how to make it go away
- You want to be hands‑on in how AI changes the way your team works, not watching from the sidelines
- You hold yourself to a high standard on accuracy and communication quality
- You can switch between empathetic client support and analytical systems thinking without missing a beat
- You treat every edge case as useful information, not just a problem to close out Job Details Job type: Permanent Emp type: Direct hire; Full‑time Schedule: Monday to Friday, 8:00 AM to 5:00 PM Queensland, AU Time Location: Remote/Work from home Industry: Australian Mortgage Broker Expertise: Australian Mortgage Broker, Client Support, Broker Support, AI Tools #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rtnkv