Broker Quality & Capability Specialist

Job description

Broker Audit Review Ownership Own the day-to-day administration and operational delivery of Broker Audit Reviews, ensuring broker customer appointments are reviewed consistently against quality,compliance and customer experience standard. Leverage AI-enabled technology to assess broker interactions, validate scoring, identify capability gaps and provide structured coaching feedback Monitor audit trends, maintain reporting, escalate quality or compliance concerns where required, and continuously improve audit processes to support broker performance and capability uplift Broker Readiness Framework Own the administration and ongoing maintenance of the Broker Readiness Framework Own the administration and ongoing maintenance of the Broker Readiness Framework, supporting the transition to a competency-based progression model Track broker capability milestones, maintain assessment records and progression documentation, and coordinate readiness reviews with Academy Managers to ensure consistent, evidence-based progression decisions Coaching & Capability Support Support broker capability development by translating audit outcomes into meaningful coaching insights and development recommendations Work closely with Academy Managers to identify common capability gaps, inform learning priorities and contribute to targeted development initiatives that improve broker performance and customer outcomes Reporting & Continuous Improvement Maintain accurate reporting and dashboards relating to broker audit outcomes, readiness and capability progression, providing actionable insights to key stakeholders Identify opportunities to improve operational efficiency through AI, automation and process enhancements while ensuring all activities align with Lendi Group governance, quality and compliance standards Demonstrated experience in administration or operational support Strong organisational and time-management skills with the ability to manage multiple priorities Excellent attention to detail and analytical skills Experience using Microsoft Office Suite (Excel, Outlook, PowerPoint) and collaboration tools (Teams, Confluence, Jira) Confidence using AI-enabled technologies to analyse information, improve productivity and support decision making Strong written and verbal communication skills with the ability to provide constructive feedback Ability to interpret data and produce meaningful reports Preferred Experience within financial services, mortgage broking or learning and development Exposure to quality assurance, audit or coaching activities Familiarity with competency-based learning or capability frameworks Understanding of broker accreditation and compliance requirements Certificate IV in Training & Assessment (or willingness to obtain) Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence. We support our people in a variety of ways, but a few of the benefits that our people rave about include: A vibrant, relaxed, yet professional culture. We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least twice a month. Holistic wellbeing programs offering 24/7 support Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1. Access to 25 days of leave, made up of 20 vacation days and 5 sick days. Monthly internet subsidy to help you stay productive at home. Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us. Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG. We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace. Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human . Our values are part of our core DNA that helps Lendi Group attract, engage and evolve talent and build best-in-class products. Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you. Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise. Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024. Why Join Us? Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions. Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy. Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance. Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment. The Academy & Programs Support Specialist is responsible for the operational ownership and administration of Broker Audit Reviews, ensuring broker appointments are consistently assessed against quality, compliance and customer experience standards. The role leverages AI-enabled technology to review and score broker customer appointments, validate assessment outcomes, identify capability gaps and provide structured coaching feedback that supports broker development and performance improvement. Acting as a key partner to the Academy Managers, the Specialist monitors broker quality trends, maintains audit reporting, and ensures audit outcomes translate into targeted coaching and capability development. In addition to owning the Broker Audit Review process, the role administers the Broker Readiness Framework, supporting the transition from a time-based Academy model to a competency-based progression framework. The role ensures broker capability milestones, readiness assessments and program administration are accurately maintained, enabling consistent, scalable and data-driven capability development across the broker network.