Company Description Brokerage & Co is a financial services firm dedicated to aligning its expertise with the long-term goals of its clients.
Guided by a "Client for Life" mentality, the company focuses on building enduring partnerships rather than one-time transactions.
Brokerage & Co provides personalized financial solutions, from home finance to investment strategies, tailored to each client's aspirations.
Team members are encouraged to see clients' financial objectives as shared goals and to deliver strategic, client-focused advice.
Joining Brokerage & Co means contributing to a culture where client success and trust are central to every decision.
Role Description The Head of Operations is a full-time, on-site role based in Adelaide, SA, responsible for overseeing day-to-day operational activities across the business.
This role ensures that processes, systems, and workflows run efficiently, supports compliance with internal policies and external regulations, and drives continuous improvement initiatives.
The Head of Operations will lead and mentor operational teams, coordinate cross-functional collaboration with finance, sales, and client services, and monitor performance metrics to achieve service and cost targets.
Daily responsibilities include managing budgets, resource allocation, and vendor relationships, as well as identifying operational risks and implementing corrective measures.
The role also involves partnering with senior leadership to align operations with strategic objectives and support sustainable growth.
Key Responsibilities: End-to-End pipeline Management: Own and continuously improve the operational pathway from initial inbound enquiry through qualification, credit assessment, loan processing, and settlement.Set and monitor stage-by-stage team performance (response times, processing turnaround, settlement timeframes) and drive positive outcomes where deals stall or fall outside benchmark.Ensure smooth handovers between brokers, credit, and settlements teams, with clear ownership and accountability at each stage of the deal lifecycle.Identify and remove bottlenecks in the pipeline, using CRM and workflow data to diagnose where deals slow down or drop out.
Day-to-Day Operations: Lead the operations, credit, and settlements teams responsible for the daily running of the business.Ensure consistent,



high-quality execution of standard operating procedures across enquiry management, application processing, compliance documentation, and settlement.Manage resourcing and workload distribution across the operations function to match pipeline volume and seasonal demand.Own the operational tools and systems (CRM, workflow automation, document management) that support the business, ensuring they are configured to reflect the current process.
Process, Systems & Continuous Improvement: Develop and own the operations manual and standard operating procedures, keeping them current as the business and regulatory setting evolve.Drive continuous improvement initiatives across the pipeline, targeting cycle time, error rates, rework, and client experience.Lead the evaluation and implementation of operational technology, automation, and process changes that improve efficiency without compromising compliance.
Technology & Best Practice Champion the adoption of technology, automation, and AI-enabled tools across the business to lift efficiency, accuracy, and speed at every stage of the pipeline.Keep abreast of emerging tools and platforms relevant to mortgage broking operations, and assess new technology against a clear efficiency and compliance business case before adoption.Lead change management for new tools and process changes, ensuring training, adoption, and measurable uptake across operations, credit, and settlements teams.
Risk & Compliance Ensure day-to-day operations comply with all applicable licensing, legislative, and regulatory obligations at every stage from enquiry to settlement.Maintain and strengthen operational controls and quality assurance checks across credit, compliance documentation, and settlements.Own operational risk reporting, escalating issues promptly and ensuring corrective actions are tracked to completion.
People & Team Leadership: Lead, coach, and develop team leaders across operations, credit, and settlements,



setting clear performance expectations tied to pipeline and retention metrics.Build a culture of accountability, service quality, and continuous improvement within the operations function.Support recruitment, onboarding, and capability building for operational roles as the team scales.
Reporting & Performance: Report regularly to the CEO on pipeline health, settlement performance, service levels, and retention outcomes.Own key operational KPIs (enquiry-to-settlement conversion, average cycle time, settlement volumes, client retention rate) and drive action against them.
Qualifications & Experience: 8+ years' experience in operations leadership within brokerage, mortgage broking, financial services, or a closely related industry.Demonstrated success managing an end-to-end client or loan pipeline, from acquisition through to completion and retention.Track record of building and optimising operational teams, processes, and systems in a growing, regulated business.Hands-on experience with CRM and workflow platforms (e.g. HubSpot or equivalent) used to manage pipeline and client lifecycle.Strong understanding of the regulatory and compliance environment relevant to mortgage broking operations in Australia.Relevant tertiary qualifications in business, finance, commerce, or a related discipline.Relevant industry licences and accreditations (or eligibility to obtain them).
Experience evaluating and implementing operational technology, automation, or AI-enabled tools within a brokerage or financial services environment.
Skills & Attributes: Deep operational and process discipline, with a bias for measurable, repeatable execution over ad hoc problem-solving.Strong data literacy — comfortable using pipeline and CRM data to diagnose issues and drive decisions.Hands-on, detail-oriented leadership style, comfortable working across enquiry, credit, settlements, and client-facing functions.Clear communicator able to align brokers, credit, and settlements teams around shared operational standards.High personal integrity and a strong client-service ethos, with retention and client outcomes front of mind.
Remuneration: A competitive executive remuneration package will be negotiated with the successful candidate, including base salary, superannuation, performance-based incentives, and equity participation.
On Target Earnings (OTE) is in the range of $200,000 to $250,000 + superannuation.

📌 Head Of Operations (Adelaide)
🏢 Brokerage
📍 Adelaide