Operational Effectiveness & Enablement Lead – Systems & Infrastructure
Lead the systems and processes that power seamless, customer-focused lending. Drive operational excellence, transformation, and high-performing teams across Lending Operations. Permanent, full-time opportunity | Hybrid work arrangements on offer | Based in Newcastle.
Overview
Purpose of the role: Driven by our purpose of helping our customers and communities thrive, NGM Group delivers customer-owned banking to more than 600,000 Australians under the Greater Bank and Newcastle Permanent brands. Our Lending Operations team is delivering clearer processes, smarter decisioning, and better experiences for customers and broker partners. The Operational Effectiveness & Enablement Lead – Systems & Infrastructure will elevate the performance and reliability of our Lending Operations, leading a dedicated operational team to ensure systems, processes, and infrastructure run efficiently, support strategic objectives, and meet regulatory expectations.
Responsibilities
* Ensure compliance with NGM’s loan policy, legislative requirements, and Risk & Compliance obligations.
* Lead system upgrades and enhancements to ensure timely delivery with minimal downtime or business interruption.
* Manage and oversee UAT for lending systems and project-related changes.
* Implement, support, and champion new processes and procedures across Lending Operations, ensuring departmental manuals remain current.
* Review operational reporting and workflow data to evaluate workload, assess performance against benchmarks, and provide recommendations to Lending Operations leaders.
* Provide accurate reporting, data, and analysis to support effective departmental operations.
* Build strong relationships and communication channels with internal and external teams to enable effective project integration and collaboration.
* Manage project budgets in line with corporate expectations and participate in assigned projects as directed by the Senior Manager.
* Develop, coach, and motivate team members to maximise productivity and performance.
What we’re looking for
* Demonstrated experience in people leadership, with the ability to inspire and motivate teams to achieve high performance and meet operational targets.
* Strong relationship and vendor management skills, including building and maintaining effective partnerships with internal and external stakeholders.
* Proven project management experience, including coordination of multiple initiatives, budgeting responsibility, and oversight of system-related budgets.
* Excellent communication and negotiation skills, with the ability to convey information clearly and influence outcomes across a variety of audiences.
* Experience driving change and transformation in the systems space, including implementing new processes, managing system enhancements, and optimising workflows.
* Technical troubleshooting and operational knowledge across lending platforms is desirable, though deep technical expertise is not required.
* Strong analytical, organisational, and time management skills, with the ability to prioritise competing demands and ensure accuracy in reporting and operational processes.
Why join us
Beyond the expected perks, we offer benefits that enhance work-life balance, career growth, and sense of belonging. We foster a culture of respect and inclusivity, with opportunities for learning and development through programs like LinkedIn Learning, formal training, career coaching, study leave, and more.
About us
As one of Australia’s largest customer-owned banks, we drive customer-owned banking under the Greater Bank and Newcastle Permanent brands. With over 200 years of combined experience, we’ve helped hundreds of thousands of Australians achieve home ownership and provide a genuine alternative to big banks while strengthening communities. Our core values are: Lead with heart, Own the action, Embrace opportunity, Thrive together. We’re committed to ethical behaviour and high standards in everything we do.
All applicants are required to undergo a skills assessment, comprehensive background check, Bankruptcy Check, and a Nationally Coordinated Criminal History Check. We are committed to an inclusive, diverse, and supportive workplace. If adjustments are required during the recruitment process, our Talent Acquisition Partner can discuss accessibility needs in confidence.
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