Brokerage & Co is a leading, technology-driven mortgage brokerage committed to an outstanding client experience, guided by one of Australia's premier mortgage brokers. We are seeking a high-caliber, systems-obsessed Director of Operations to serve as the architect of our "engine room". This is a critical leadership role for a professional who combines corporate discipline with startup agility. You will not just manage the business; you will engineer it for scale.
You will take full ownership of the fulfilment ecosystem - leading our Credit Analysts, Customer Success Managers, and Loan Processing teams - while simultaneously building the infrastructure required to recruit and onboard the next generation of high-performing brokers.
Key Responsibilities
1. The "Engine Room": Fulfilment & Process Excellence
The role is responsible for the performance, efficiency, and quality of our core business operations:
* Team Leadership : Lead, mentor, and manage the functional heads of our Credit Analyst, Customer Success (CSM), and Loan Processing (LPS) teams. You ensure these units operate as a synchronized machine, not silos.
* Financial Stewardship : Strictly manage the operational budget as allocated by the CEO and Board. You will act as the guardian of company resources, ensuring that staffing, technology, and vendor costs remain within prescribed limits while maximizing ROI.
* Workflow Architecture : Analyze and optimize the end-to-end loan lifecycle. You will identify friction points, reduce "time-to-settlement," and ensure our internal processes deliver a world-class client experience.
* Tech Stack Ownership : Act as the custodian of our operational technology (CRM, workflow automation, and lending platforms). You will drive the adoption of new tech to automate low-value tasks and empower staff to focus on high-value work.
* Quality & Compliance : Maintain a rigorous standard of operational compliance and data integrity, ensuring the business meets all legislative and aggregator requirements without slowing down velocity.
* Data-Driven Decisions : Implement and monitor operational KPIs (SLA adherence, conversion rates, file velocity) to provide the Directors with visibility on business health and capacity.
2. Strategic Scale & Broker Acquisition
In this role, you will build the systems that allow Brokerage & Co to grow from a boutique firm to a market dominator:
* Recruitment Infrastructure : Design and implement a scalable system for attracting and recruiting high-performing brokers. You aren't just filling seats; you are building a predictable talent pipeline.
* Onboarding "In a Box" : Create a plug-and-play onboarding experience for new brokers. You will ensure that a new joiner has their tech, training, and support ready on Day 1, minimizing their ramp-up time to revenue.
* Scalability Planning : Stress-test our systems for growth. You will anticipate what breaks when we double our volume and build the solution before we get there.
* Change Management : Champion the rollout of new initiatives, ensuring buy-in from the team and seamless integration into daily workflows.
Candidate Profile & Requirements
The successful candidate will have the following skillset:
* Operational Leadership : Proven experience as a Head of Operations, COO, or similar role, preferably within the Financial Services, Fintech, or Professional Services sectors.
* The "Startup/Corporate" Hybrid : You have a professional background (perhaps in banking or consulting) but have also spent time in a startup or high-growth SME. You know how to build structure without killing speed.
* Systems Thinker : You view a business as a series of interconnected systems. You have a track record of using technology (CRMs, Zapier, Asana, etc.) to solve human problems.
* People Leader : Experience managing diverse teams (Technical, Sales, and Admin). You know how to drive performance while maintaining a positive, high-retention culture.
* Recruitment Strategy : Experience in building or managing talent acquisition processes is highly desirable.
* Tech-Savvy : You don't need to be a coder, but you must be fluent in the language of modern tech stacks and automation.
Salary, Benefits and Perks
* Executive-level salary + performance incentives
* Access to Employee Stock Ownership Plan (ESOP): Genuine equity participation in the growth you help create.
* Flexible work environment and hours: (Hybrid setup required for leadership presence).
* Employee wellness benefits: Including gym memberships.
* Subsidised mobile phone & internet: Essential for a connected leader.
* Laptop + Tech Gear: Access to the newest finance technology and best-in-class productivity tools.
* Ideal office locations: City fringe urban hubs with transport options.
* Access to employee discount program: Major retailers, restaurants, utilities, experiences and more.
* Flexible public holiday swap option: Swap up to 2 public holidays a year for those that are more meaningful to you.
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