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.
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 quick-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).
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
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📌 Team Leader - Hub K, Team 1 (New South Wales)
🏢 First Title
📍 New South Wales