About Orde Financial ORDE is a nonbank lender of 200+ employees built exclusively for brokers, combining human and credit expertise with innovative technology to help brokers build stronger futures for their clients. We reflect the reality of today’s borrowers, from SMEs with complex needs to near-prime clients seeking clearer paths forward.

About Orde Financial ORDE is a nonbank lender of 200+ employees built exclusively for brokers, combining human and credit expertise with cutting-edge technology to help brokers build stronger futures for their clients. We reflect the reality of today’s borrowers, from SMEs with complex needs to near-prime clients seeking clearer paths forward.

Since 2020, ORDE has funded more than $10b in loans and supported over 16,000 borrowers – all through brokers. We offer Residential, Commercial, SMSF and Construction loans and other specialised solutions, with fast decisions, deep credit insight and a streamlined digital experience.

We are passionate (and a bit obsessed…) about being disruptive and pushing hard to improve the experience and results for mortgage brokers. Our purpose “Built for Brokers” is clear and simple and defines our entire strategy (delivering better experiences, more value and opportunity, anticipating more needs and communicating more solutions, for brokers and their customers).

About The Role We are seeking an experienced Senior Manager to support the Head of Customer Assist in leading the Customer Assist division, including early arrears, hardship, extra care customer matters, governance, operational performance, capability development and continuous improvement.





The role will provide senior leadership support to the Head of Customer Assist and provides leadership coverage across the division when required, including during periods of leave, peak workload, operational change or business growth. The successful candidate will be expected to provide strategic and operational leadership support and be capable of managing the broader Customer Assist function in the Head of Customer Assist's absence.

The role will work closely with the Senior Manager, Late Stage & Mortgagee in Possession and other key business stakeholders to ensure a coordinated approach across the end-to-end customer assistance journey, regulatory obligations and customer outcomes.

Your Key Responsibilities Will Include

Act as delegate for the Head of Customer Assist where required, providing senior leadership support, decision making, stakeholder management and coverage across the division.

Support the Head of Customer Assist in developing and executing the strategic direction, operating plan and priorities for the Customer Assist division.

Drive operational excellence through continuous improvement, workflow optimisation, automation opportunities, reporting enhancements and removal of operational roadblocks.

Lead early arrears strategy, including customer engagement, early intervention and prevention of accounts progressing into later-stage arrears.

Lead hardship and extra care outcomes, including assessment standards, decision making, vulnerable customer management,



complex cases, payment arrangements and sustainable customer assistance outcomes.

Oversee complaints, quality assurance and hindsight reviews across hardship, payment arrangements and customer communications.

Monitor Customer Assist performance measures, including roll rates, cure rates, hardship outcomes, complaint trends, service levels, portfolio risks and emerging issues.

Contribute to executive, risk committee and Board reporting relating to Customer Assist performance, customer outcomes, portfolio trends and operational risks.

Provide leadership oversight of risk events, audits, regulatory obligations, governance activities and process standardisation across the division.

Partner with the Senior Manager, Late Stage and Mortgagee in Possession, and key stakeholders across Compliance, Credit, Legal, Operations, Complaints, Client Services, Digital and Finance to deliver strong customer and business outcomes.

Lead capability uplift across the team through coaching, onboarding, training and development, while promoting ORDE’s Flexible, Fair and Forthright approach.

Why would we choose you?

You bring at least eight years’ experience in a similar capacity, with a strong background in collections, hardship, complaints or financial services operations.

You are comfortable stepping into a senior leadership role and providing support, guidance and direction across a busy operational function.

You can balance customer outcomes, regulatory obligations and commercial considerations in a practical and considered way.

You have strong judgement and are confident making decisions, escalating risks and managing complex or sensitive custom

📌 Senior Manager (Melbourne)
🏢 ORDE Financial Pty
📍 Melbourne