* Be the subject matter expert in NGM's lending systems, driving continuous improvement.
* Deliver system support, process enhancements, and training to optimise Lending Hub performance.
* Permanent, full-time opportunity | Hybrid work arrangements on offer | Based in Newcastle.
Purpose of the role
Driven by our purpose of helping our customers and communities thrive, NGM Group proudly delivers customer-owned banking to more than 600,000 Australians under the Greater Bank and Newcastle Permanent brands. As part of our ongoing commitment to operational excellence, our Lending Operations team is focused on delivering smarter decisioning, clearer processes, and better experiences for our customers, brokers, and stakeholders.
The Systems & Process Support Manager is a key role within Lending Operations, ensuring the smooth day-to-day management of NGM's lending systems. You will provide ongoing system support, identify opportunities for BAU improvements, deliver process enhancements, and collaborate with project teams to support the delivery of quarterly outcomes. This role works closely with the Credit Risk and Originations squads to enable high-performing, customer-focused lending operations.
What will your key responsibilities include?
* Act as the subject matter expert across NGM lending systems, including LoanWorks Platform (LOS), LendFast, NextGen (.ApplyOnline), PERLS, CRACA, and LoanPro.
* Support third-party vendor solutions and APIs, including participation in vendor governance meetings.
* Manage and allocate user accounts to ensure correct access across business units.
* Provide day-to-day helpdesk support for lending systems, including inbox management and technical troubleshooting.
* Liaise with IT, external suppliers, and internal stakeholders to resolve issues, deliver enhancements, and maintain system performance.
* Coordinate and communicate testing and release schedules, including UAT planning and completion to ensure system functionality meets requirements.
* Continuously identify and implement process improvements to simplify, automate, and optimise business workflows.
* Support transformation initiatives and assist teams in designing and delivering innovative system improvements.
* Ensure compliance, risk, security, and audit requirements are proactively addressed in system operations.
* Participate in quarterly planning and ongoing ceremonies to align Lending Hub commitments and objectives.
What are we looking for?
* Demonstrated experience in lending systems, with exposure across multiple platforms and a strong understanding of lending processes and procedures.
* Proven ability to act as a subject matter expert, providing system development, testing support, and guidance for origination platforms, with a focus on the Greater Bank brand.
* Experience driving change and transformation in the systems space, including implementing enhancements, optimising workflows, and supporting project delivery.
* Strong technical troubleshooting skills and experience working across lending platforms to resolve issues and support system improvements.
* Proven project management experience, including coordinating initiatives, managing workloads previously charged out to colleagues, and delivering high-quality outcomes.
* Exceptional relationship-building, communication, and negotiation skills, with the ability to influence and collaborate effectively with internal stakeholders, project teams, and vendors.
* Ability to prioritise competing tasks, work independently, and deliver accurate, timely results while contributing to a collaborative team environment.
* Positive contributor to team engagement and organisational objectives, with creative and lateral thinking skills to problem-solve and optimise processes.
Why join us?
Beyond the expected perks that we're proud to offer like fitness passports, corporate health insurance, and paid parental leave, we go the extra mile to offer benefits that truly enhance your work-life balance, career growth, and sense of belonging.
* Boredom? Never heard of it.
We're all about challenging, stimulating work that sparks innovation, fuels passion, and keeps you inspired every day.
* We're all about bringing people together
* whether it's through open conversations, a culture of respect, or just having a laugh in a truly inclusive workplace.
* Learning never stops here.
Whether it's LinkedIn Learning, formal training, career coaching, study leave, or even a great podcast rec, we support every kind of growth—professional and personal.
About us
As one of Australia's largest customer-owned banks, we're a driving force in customer owned banking, operating under the trusted brands Greater Bank and Newcastle Permanent. With over 200 years of combined experience, we've helped hundreds of thousands of Australians achieve home ownership and providing a genuine alternative to the big banks—all while strengthening the communities we serve. At the heart of everything we do are our core values:
* Lead with heart
– We genuinely care about achieving better outcomes for our customers and communities.
* Own the action
– We build trust by doing things the right way, with honesty and transparency.
* Embrace opportunity
– We look ahead, focusing on our strengths and expertise to challenge the status quo.
* Thrive together
– By working as one, we create the best possible future for our customers and communities.
And we're just getting started. Join a team shaping the future of trusted banking and make a real impact where it matters most.
NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a
skills assessment
, comprehensive
background check
,
Bankruptcy Check
and a
Nationally Coordinated Criminal History Check.
We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger.