The Broker Success Manager (BSM) is a pivotal leadership role within the state team, accountable for helping a defined portfolio of Loan Market brokers grow more productive, more profitable, and more sustainable businesses. As a BSM, your role extends beyond coaching - you are a strategic partner, business advisor, and performance enabler who works side-by-side with brokers to unlock growth and deliver on the Loan Market Promises.
You'll drive uplift in settlement volumes, revenue, team development and diversification by embedding best practice, supporting execution of business plans, and holding brokers accountable to their goals. The role also plays a vital part in compliance, engagement, training participation, and the ongoing development of our broker network.
This is a relationship-led, outcome-focused role that requires business acumen, emotional intelligence, and a clear understanding of what drives high performance in broking businesses.
Key Responsibilities -
1. Business Coaching and Growth Enablement
* Conduct structured business planning sessions
* Deliver tailored coaching based on performance, goals and stage of business maturity.
* Facilitate peer-group training sessions.
* Track and support brokers' progress against SMART goals and key milestones.
2. Revenue, Productivity and Diversification
* Identify growth levers including lead generation, conversion optimisation, and referral partnerships.
* Help brokers develop customer acquisition strategies and increase lifetime value.
* Drive adoption of diversification strategies across Asset Finance, Commercial, and White Label.
Use Profit Pulse and benchmarking insights to drive margin and operational improvement.
3. Compliance and Operational Health
* Support brokers (in collaboration with compliance coaches) to remain compliant and safe, with an average audit score above 6.0.
* Drive adoption and optimal usage of MyCRM and core systems.
* Be the go-to person for coordination of internal support (e.g., compliance, marketing, talent force).
4. Engagement and Capability Building
* Ensure consistent participation in PD Days, conferences and state training programs (target: 75% attendance across portfolio).
* Collaborate with training specialists to identify and address skills gaps.
* Promote use of Brokerversity, Elevate, Kaizen, and other performance pathways.
* Support the customer journey from lead to settlement, ensuring brokers understand key performance metrics.
5. Internal Collaboration and Broker Advocacy
* Be the broker's advocate within the business, ensuring needs and blockers are escalated and addressed.
* Coordinate with Implementation, Training, Recruitment, and Specialist teams to deliver seamless broker support.
* Lead or support sessions such as Call-a-thons, workshops, and onboarding retreats.
* Maintain accurate records of coaching sessions, commitments, and progress.
To succeed in this role you will bring with you -
* Strategic business acumen and strong understanding of mortgage industry economics.
Proven coaching skills and ability to influence behavioural and commercial outcomes.
* Ability to motivate and hold brokers accountable while building high-trust relationships.
* Strong facilitation and communication skills, capable of leading groups and managing individual coaching.
* Excellent time management and prioritisation in a fast-paced, target-driven environment.
Experience & Qualifications:
* Minimum 3 years' experience in a senior financial services, business coaching, or mortgage broking role.
* Demonstrated experience improving performance across multiple businesses.
* Cert IV in Finance & Mortgage Broking and/or relevant coaching qualifications (desirable).
* Strong working knowledge of MyCRM and key broker tools, or ability to upskill rapidly.
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