AU Mortgage Operations Lead (Client Service Manager) - #35018

This is an exciting opportunity to join an early-stage, AI-driven mortgage brokerage and help set a new standard for client service and operational excellence while growing with a high-performing team. Company Profile: Our client is a mortgage brokerage in Australia that's being built differently. They’re not a traditional brokerage that added some tech on top. They’re building the company from the ground up with AI and automation at the core of how they operate. Their founding team has 19+ years of mortgage broking expertise and 22+ years of digital marketing and systems experience. They operate through LMG (Loan Market Group), Australia's largest aggregator, with access to 65+ lenders. This isn’t their first time building a remote team in the Philippines. The founders previously built and scaled a tech business with a 30+ person team based in the PH and were building the new company with the same approach. They’re early-stage. The platform and AI systems are actively being built. That's what makes this role exciting and demanding. Overall purpose and responsibilities of the role: The Client Service Manager will run client operations and play a central role in how we adopt AI and technology across the business. This is a real CSM role. You'll manage client communications, support brokers, coordinate with lenders, process documentation, and keep deals moving from enquiry through to settlement. The operational work is genuine and immediate, and we need someone who can do it well. What makes this different is where were headed. The company is actively building AI systems and tooling to make our operations faster, more accurate, and more scalable. We want someone who's excited by that. Not just willing to use new tools, but genuinely motivated to help shape how they're adopted. Your frontline experience is what tells us where automation will actually help and where it won’t. You'll be identifying opportunities, testing new capabilities, providing feedback that directly influences what gets built, and helping us figure out what great AI-assisted mortgage operations actually looks like. The role will shift and evolve rapidly. Less manual processing, more oversight of automated workflows, more involvement in how systems are designed and improved. How fast that happens depends partly on you. Duties and Responsibilities: Client Service Management Manage client communications end-to-end: initial enquiries, document collection, application updates, lender follow-ups, settlement coordination Support brokers across complex scenarios including trusts, self-employed income, foreign income, multiple properties, and unusual lender credit policies Work directly with Australian clients and alongside our brokers. You need to be confident, clear, and comfortable working at pace Process and review loan documentation, manage conditional approval requirements, coordinate with lenders Track deals through the pipeline from lead to settlement. Nothing falls through the cracks Handle escalations and exceptions. The messy stuff that doesn’t fit a standard process Coordinate directly with lenders, brokers, and clients (including outbound calls) to drive applications through to completion Utilize both internal proprietary systems and LMG platforms (e.g., MyCRM) to manage and progress deals Actively participate in weekly, monthly and quarterly alignment cadence. Take ownership of deal progression in a fast-paced, early-stage environment with evolving processes Technology and AI Adoption Be an active participant in adopting new tools and AI capabilities as they come online Test and quality-check AI-assisted outputs: client-facing messages, document classifications, lender product matching, compliance checks Identify where automation works well and where it breaks down. Feed that back to the team with clear examples and context Help document processes and workflows, both as operational playbooks and as inputs for building better systems Bring a perspective that only someone doing the work every day can bring. You'll see failure modes and opportunities before anyone else Contribute structured feedback to improve AI-driven workflows based on hands-on operational experience Support ongoing transition from manual processing toward more client-facing work as automation improves What We Offer Competitive compensation Flat management structure where you work directly with the founders and your voice is heard A ground-floor role in building one of Australia’s first AI-native financial services companies Ongoing training and professional development to keep your skills current as the industry evolves Career growth into operations leadership as we scale