Network Operations and Support Senior Analyst

Network Operations and Support Senior Analyst - Customer Service Lending Operations
 

12 Month Secondment Opportunity
 

Customer Service Lending (CSL), part of Retail Banking Services, drives proprietary mortgage growth and delivers outstanding customer service. We collaborate across the bank to build a brighter future, aiming for a Group NPS of +30 and 55% market share in Proprietary Lending.
 

The Network Operations and RSP Referral Engagement Team within CSL supports Branch, Mobile and Premier Banking by managing daily operations and representing the business across product, process, technology, communications, risk, and compliance.
 

We work closely with stakeholders to ensure the smooth execution of all initiatives and operational activities, supporting customers on their home buying journey.
 

As a Network Operations and Support Senior Analyst you will support the CSL Operations & Programs team with day‑to‑day BAU activities, whilst providing support to team managers through process improvement initiatives and governance reporting.
 

More specifically, you will:

• Assist with management of file reviews, QA processes, and RAMP activities across the wider CSL line of business
• Monitor and action QA workflows, BAU tasks, and dispensation requests
• Support managers with end‑to‑end reviews aligned to pillar priorities and quarterly deliverable
• Help establish the team as the program’s first line of defence by strengthening risk awareness and mitigation practices
• Contribute to improved oversight through call recording, quality assurance, and monitoring whilst identifying risk considerations based on customer interactions
• Collaborate with internal stakeholders to drive continuous improvement opportunities
• Contribute to team meetings by sharing best practices and insights.
   

We're interested in hearing from people who:

• Hold demonstrated experience in a similar Operations role, paired with knowledge of the Home Lending life cycle and operations.
• Possess exceptional communication abilities, facilitating clear and practical information exchange.​
• Have demonstrable awareness of the banking risk environment, with a proactive approach to identifying and escalating potential issues.​
• Have proficiency in building rapport, taking ownership of issues, and delivering positive outcomes
• Strong attention to detail, time management and organisation skills
• Holds in-life home lending accreditation, ensuring compliance with industry standards and practices.

Where could this role take you?

By living our values and demonstrating key people capabilities, you will unlock opportunities to grow—whether moving across the organisation or into leadership. Use the role’s capabilities as a guide to develop the skills and behaviours needed for your next career step.