Lead Client Service Manager — Mortgage Broking | Operations Leadership Pathway
The operational anchor of our client services team in the finance division. Hands‐on file work, day‐to‐day team leadership, and a clear path to a senior leadership role for the right person.
About us
Founded in 2007, Inovayt is one of Australia's most respected independently owned financial services firms. 40+ professionals across mortgage broking, financial planning and commercial finance.
People enjoy working here because we celebrate wins, hold high standards without high ego, and trust our leaders to lead without micromanagement from above.
About the role
You'll carry your own caseload AND be the day‐to‐day operational anchor for the team:
Manage a caseload of 30–40 active files (intentionally lighter to make room for leadership)
Coordinate day‐to‐day operations across brokers, CSMs and the offshore team
Resolve operational questions and escalations directly, without bouncing to senior leadership
Cover CSM leave on rotation (approximately one week per month)
Identify workflow bottlenecks and contribute to onboarding new CSMs
For the right person, this is the first step into formal operational leadership at Inovayt.
Skills and experience
Direct CSM experience in mortgage broking or lending (current or past)
Track record of being the go‐to person, formal title or not
Confident communication with brokers, clients, lenders, offshore teams
Composed when work gets complicated
Your background might be: senior CSM, Loan Writer, Parabroker, Broker Associate, Credit Analyst, Mortgage Broker, Operations Manager, or Team Leader in a broking or lending business.
What this role isn't
We want to be clear about scope, because the title can be read different ways:
No direct reports — the CSM team doesn't formally report to this role
No formal management authority — no performance reviews, hiring decisions, or leave approvals
You lead through expertise — the team comes to you because you know the work, not because you're their boss
The pathway is real — this role builds the operational credibility that leads to formal management scope over time
If you want a pure people‐management role with direct reports today, this isn't it. If you want to earn that scope through operational excellence first, read on.
The reality of this role
We're a high‐performing business and the pace reflects it. The CSM team you're coordinating is settling 25–30 deals per month each. Your own caseload is intentionally lighter (30–40 files) to make room for leadership and cover work, but everything moves quickly. You'll be trusted to make operational calls without escalation from day one.
$95K–$120K + super + bonus, salary published transparently
Clear pathway to senior operational leadership
Hybrid working from new West Melbourne office
Modern tech stack including AI tooling that removes admin
Independence from day one — trusted to make calls without escalation
Parental leave top‐up: 6 weeks of full‐salary continuation for primary carers, covering the gap between government PPL and your normal pay
A team of 40+ no‐ego operators worth working alongside
Returning from a career break? If you held a CSM, Loan Writer, Parabroker or related role before your break and your credit knowledge is still current (or you've been keeping up), this role is open to you. We'll work with you on the ramp and the flexibility that makes it sustainable.
What to expect from our process
Four stages, transparent up front:
Phone screen (15 min) — quick mutual fit check
Teams interview (30 min) — meet senior leadership, talk through your background
Online assessment (~30 min) — standardised cognitive and behavioural test, no take‐home work
Final face‐to‐face — meet the team you'd coordinate, see the office
We commit to a response within a week at every stage, even if it's a "no". We don't ghost candidates.
How to apply
Apply with your resume and a short cover note — tell us why this role at this point in your career. We read every application personally. If you're 90% there but unsure on the rest, apply anyway.
Equal Opportunity Statement
Inovayt is an equal opportunity employer. We welcome applications from people of all backgrounds, identities and abilities. If you need adjustments to the application or interview process, let us know.
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