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 skilled and empowering environment, we’d love to hear from you.

Job Summary

We are seeking for a proactive Team Leader to guide and coach a team with the purpose of delivering strong results and superior service to our external clients while working in collaboration with internal teams.

This role operates in a fast-paced deadline driven environment and works with the intent of delivering service excellence.

About the Role

The duties and responsibilities include but not limited to:

- Lead, coach, and support the team to deliver exceptional customer service and meet all SLA and contractual obligations.

- Manage day‑to‑day client expectations and attend customer meetings or governance forums as required.

- Oversee workflow, team performance, and queue management to ensure operational efficiency and adherence to agreed processes.





- Champion the organisational Client Experience Program and act as escalation point in the Service Delivery Manager’s absence.

- Ensure compliance with all customer operating procedures, internal policies, risk requirements, and quality standards.

- Drive a culture of continuous improvement, innovation, and service excellence within the team.

- Recruit, develop, and retain talent while creating an inclusive environment that supports growth and high performance.

- Monitor and manage team KPIs, productivity, roster coverage, absences, and monthly one‑on‑one performance discussions.

- Analyse performance data, identify gaps, and implement actions to exceed quality, SLA, and productivity targets.

- Prepare quarterly performance reports and demonstrate accountability during unscheduled events or incidents, ensuring stakeholder communication is maintained.

About You

You’re an experienced and confident leader with a strong background in mortgage operations and a passion for delivering exceptional service. You thrive in a fast-paced environment and bring a solutions-focused approach to supporting both your team and your customers.

- Experience working in a fast‑paced financial services environment.

- Proven people leadership capability including delegation, supervision, performance management, conflict resolution,



and coaching/training.

- Excellent verbal and written communication skills.

- Exceptional planning, organisation, and attention to detail.

- Highly developed stakeholder relationship and engagement skills.

- Strong IT proficiency with the ability and willingness to learn new systems.

- Ability to analyse reports/data and identify opportunities for process improvement.

- Relevant qualifications in conveyancing or mortgage (desirable).

- Experience with workflow management tools and 3+ years of people leadership (desirable).

- Valid work rights in Australia.

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 celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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

📌 Team Leader - Hub W, Team 3 (Australia)
🏢 Leading
📍 Australia