GM/Operations Manager

Ethos360; Melbourne; On-site; AUD 150,000 - 180,000; Full time

Job summary

Ethos360 in Melbourne seeks a senior Mortgage Operations Leader to own the end-to-end loan workflow from broker handover to settlement and to lead the parabroker, processing and admin teams. You will run the pipeline, clear stalled files, keep lenders moving and ensure every file complies with NCCP and responsible lending.

You will also drive the business-wide AI roadmap, identify high-value use cases, implement tools like Mercury, ApplyOnline and lender portals, and coach the team to embrace

Qualifications

• Lead mortgage operations, processing or parabroker team.
• Deep knowledge of residential loan lifecycle and lender policy.
• Drive AI adoption and get teams to use it.
• Understand NCCP, responsible lending and best interests duty.
• Improve turnaround times or file quality with measurable results.
• Communicate clearly with brokers, lenders and clients.
• Maintain high standards with a top-performing team.

Responsibilities

• Own end-to-end loan workflow from handover to settlement.
• Run weekly work-in-progress meetings and set priorities.
• Report pipeline and settlement forecasts to Director weekly.
• Lead the AI roadmap and deploy high-value use cases.
• Trial and implement AI tools with Mercury and portals.
• Train the team to use AI confidently and guard client data.

Skills

Mortgage Ops Lead

NCCP Knowledge

AI Adoption

Policy & Compliance

Clear Communication

Team Coaching

Standards & Quality

Education

Diploma of Finance & Mortgage Broking Management

Tools

Mercury

ApplyOnline

Lender Portals

Microsoft Copilot

ChatGPT

Claude

Power Automate

Zapier

Job description

The Business

Our client is an award-winning finance brokerage in Melbourne. They work across home loans, commercial and business lending, asset finance and property development.

They are ranked among Australia's top 50 brokerages Nationally. Their commercial lending has driven much of that growth, built on complex deals where lender relationships and structuring matter more than rate.

This is a senior opening reporting directly to the Director. It is the person who owns how the business runs, and who leads its adoption of AI. For an operator who wants to build rather than maintain, it is a rare mandate.

What's In It For You

• $150,000 to $180,000 plus super
• A senior role reporting directly to the Director, with real authority over how the business runs
• A clear mandate to lead AI adoption across a nationally ranked brokerage
• Broad lending mix: residential, commercial, asset finance and development
• The chance to build the operating model rather than inherit someone else's
• A close-knit, on-site team with daily access to the Directors

About The Role

You will own the loan workflow from broker handover to settlement and lead the parabrokers, loan processors and administration team behind it. Day to day that means running the pipeline, clearing stalled files, keeping lenders moving and making sure every file is compliant before it leaves the office. The other half of the role is change. The business sees AI as its biggest lever to lift capacity without adding headcount. You will find where it saves the most time, put the right tools into daily use and bring the whole team with you,

You will thrive here if you enjoy being relied upon, make calls without waiting to be told, and take pridein making this happen.

Key Responsibilities

• Own the end-to-end loan workflow from handover through submission, approval and settlement
• Run weekly work-in-progress meetings and set priorities for stalled applications
• Report pipeline and settlement forecasts to the Director every week
• Lead the business's AI roadmap and put high-value use cases into daily use
• Trial and implement AI and automation tools alongside Mercury and lender portals
• Train the team to use AI confidently, and set guardrails that protect client data
• Lead, coach and performance manage the parabroker, processing and admin team
• Ensure every file meets NCCP, responsible lending and best interests duty requirements
• Run pre-submission and post-settlement compliance reviews
• Document and improve procedures, checklists and service levels
• Act as the escalation point for complex files, lender delays and client issues

Skills & Experience

• Proven experience leading a mortgage broking operations, processing or parabroker team
• Deep knowledge of the residential loan lifecycle, lender policy and servicing
• A genuine drive to adopt AI and new technology, and a record of getting teams to use it
• Sound understanding of NCCP, responsible lending and best interests duty
• A track record of improving turnaround times or file quality, with numbers to show it
• Clear, direct communication with brokers, lenders and clients
• The confidence to hold standards with a high-performing team

You'll stand out if you have:

• Hands-on experience with Mercury, ApplyOnline and lender portals
• Exposure to commercial, asset finance or development lending
• Experience with Microsoft Copilot, ChatGPT, Claude, Power Automate or Zapier
• A Diploma of Finance and Mortgage Broking Management