Lending Services Manager - Dynamic Team

A great place to work

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses – not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked! And here’s our commitments to you:

• Provide a diverse and inclusive workplace – because we know how important it is for everyone to be treated fairly and with respect.

• Give you flexibility – it’s important to recognise we are all unique and need to create work life balance.

• Offer paid parental leave – that supports both parent’s leave and their transition back to work.

• Create a fun environment – our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.

• Work perks – that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more!

Role Purpose
The purpose of the Lending Manager role is to lead the day-to-day operations of the Lending & Shares Services teams. The position oversees all applications including Member trade account, CAPEZI, Go3 and Shares transactions for Capricorn’s members. Ensuring the quality of credit and compliance is maintained with appetite whilst delivering high service levels and Member experience. The Lending Services Manager is an important role in driving Capricorn’s strategic agenda of Experience and Growth, working as a change champion to drive the team in the delivery of these initiatives.

Key Accountabilities
• Measure and report on product, process, and service effectiveness, in terms of service delivery and Member satisfaction.
• Manage and oversee the credit application process from verification to fulfilment for Member.
 • Sanction credit within delegated authority and be the escalation point for compliance queries.
• Partner with Sales, Product, Credit and Operational Risk to originate applications.
• Manage and prioritise application processing workloads to ensure adherence to Service Level Agreements (SLAs) and strive for “best in class” processing times
 • Ensure compliance with Legislative requirements, Privacy Act and AML are strictly adhered to through effective coaching, communication and control testing
• Review approval process for large accounts, gaining approval at appropriate authority level, ensuring appropriate securities in place and putting contingencies in place for high-risk accounts.
• Collaborate with key internal and external stakeholders to continuously optimise process, controls and service delivery.
• Carry out ad hoc and confidential credit checks on Corporate Entities and Individuals as requested by management
• Manage and maintain the timely invoicing, monitoring, collection, reporting and/or data analysis of finance related income streams.
• Support and advise on Pre-Approval Campaigns
• Maintain effective customer relationships with all internal stakeholders to support change management and collaborate to improve overall business performance.
• Ensuring Capricorn’s Share Registry is run under the Corporations Act 2001 and Capricorn’s Constitution.
• Providing support, guidance, leadership and expertise to the Shares and Applications Manager in the performance and resolution of non-standard transactions and application matters, including dealing with large or complex shareholders and complaints to ensure that high work standards are maintained.
• Ensure that all internally and externally required shares related reporting is performed (including dividend related annual income reporting to the ATO, shareholding statements to shareholders, share movement reporting to ASIC and assisting reconciliation reporting to Capricorn’s Finance Team).
• Ensuring that the process around the payment of any dividend declared is run under the Corporations Act 2001, Constitution and otherwise in an expedient and effective manner.
• Assisting the Company Secretary in shareholder related matters including the running of director elections, AGM and distributing Capricorn’s annual report.

Process Improvement
• Work closely with the technology and business stakeholders to gather requirements to enable further automation credit applications envisioning and processing workflows
• Utilise data and analytics to improve pipeline throughput and end to end process
• Consult and implement improvements to meet with evolving compliance requirement
• Utilise feedback from surveys, complaints and risk incidents to coach and improve process.
• Review and update procedures and policies and streamline where appropriate
• Advise on additional checks to improve effectiveness of Credit procedures

Leadership & Management
• Provide leadership, direction and coaching for all direct reports ensuring direct reports are held accountable for the accurate and timely completion of responsibilities within set guidelines;
• Be an escalation point for any conflicts of complains and resolve as required;
• Execute and adhere the Automotive Leadership Operating Rhythm comprising of:
 Coaching and Observations
 Informal Coaching
 Check In’s
 Performance reviews and development discussions
 Sales Team Meetings
 Operations Team Meetings
 Focus Sessions
 Learning Masterclass
 Calibration
• Develop and set KRA’s, operational plans, and the allocation targets to teams and individuals across relevant teams and channels as required;
• Adhere to all departmental policies and procedures as well as all Capricorn Corporate Policies and Procedures as amended from time to time.
• Responsible for the recruitment, induction and development of staff within all Lending teams.
• Establish a yearly development roadmap for direct reports to facilitate the ongoing development of the team capability in the delivery of product, service and relationship management;
• Meet regularly with L&D and external training providers to assist in delivering on development roadmap;
• Create succession planning for leadership and other important roles; and
• Deliver exceptional service throughout the teams to achieve voice of member (VOM) targets.

Skills, Knowledge and Attributes
• Proven track record of excellent people leadership skills
• Sound knowledge of lending practices including risk management principles, procedures and regulatory requirements
• Strong customer service ethics and delivery focus
• Competence in compiling and submitting a submission to the next level of authority should an application fall outside your delegated lending authority
• Strong communication skills including the ability to establish and manage positive relationships with staff, colleagues, key stakeholders and Members
• Ability to manage high volumes of transactions with high value whilst achieving strict deadlines and ensuring accuracy
• Ability to manage stakeholders both upstream and downstream across multiple business units
• A keen desire and ability to review and implement process improvements and to establish a culture of continuous improvement
• Strong end to end process re-engineering skills, Six Sigma training would be advantageous
• Effective project management skills
• Advanced skills in Microsoft Office suite specifically Excel and Power Point
• Problem solving and ability to think outside the box
• Flexibility to work additional hours and assist team members during peak periods
• A thorough understanding of relevant legislation, policies and AML framework

Experience
• A minimum of five years’ recent credit risk experience in banking, finance and/or accounting
• At least five years’ experience managing a team.
• Previous experience managing projects for continuous improvement to ensure processes are streamlined and efficient.
• Experience with relevant accounting and banking software.
• Proficiency in the use of MS Office Software Suite.

Qualifications
• Secondary education
• A relevant tertiary level qualification in a business
• Certificate IV or higher in Financial Services
• Management or a related discipline is preferred

The next steps

If you think you are the right person for this role and you believe in a Member first culture, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later. If you need any assistance or adjustments to fully participate in the application process, please contact HR on +618 6250 9500.

For further information and detail on Capricorn, please visit our website at www.capricorn.coop/careers.