Team Lead – Customer Engagement

Jobtailor; Perth; On-site; AUD 140,000 - 220,000; Full time

Job summary

Jobtailor is seeking a senior Commercial Credit leader to drive credit excellence and cross-sell performance across a range of lending products. You will coach a multi-disciplinary team and partner with stakeholders to optimise risk, revenue, and customer outcomes.

The role emphasizes building a coaching culture, delivering strong NPS scores, and sustaining operational efficiency in a fast-paced financial services environment in Australia.

Qualifications

• Strong Commercial Credit Assessment expertise.
• In-depth knowledge of SBB lending processes, credit policies, risk evaluation and credit structuring.
• Proven stakeholder and relationship management ability.
• Excellent coaching and mentoring capabilities.
• Strong problem-solving and analytical skills.
• Demonstrated customer solutioning capability.
• Strong commercial acumen and strategic thinking.
• Effective influencing and negotiation skills.

Responsibilities

• Lead a team of bankers across Cashflow Solutions, Lending Solutions, Customer Engagement, and Remote Optimisation & Delivery.
• Deliver sales and revenue outcomes measured by Business Lending FUM drawn and cross-sell opportunities.
• Reduce customer and product attrition across Business Lending, Home Lending, Business Accounts, and Working Capital.
• Drive customer experience and improve Net Promoter Score.
• Ensure team productivity through sales rhythms, response times, and opportunity conversion.
• Maintain accountability for operational risk and credit risk.
• Establish a coaching culture that develops credit expertise and supports employee potential.
• Build stakeholder relationships, influence outcomes, and collaborate to solve complex problems.
• Create a customer-focused culture through needs-based conversations, feedback, and complaint resolution.
• Manage resources, rostering, and operational efficiencies to deliver customer responsiveness.

Skills

Commercial Credit

SBB Lending

Stakeholder Management

Coaching

Problem Solving

Customer Solutioning

Strategic Thinking

Negotiation

Commercial Acumen

Job description

• Lead a team of bankers across Cashflow Solutions, Lending Solutions, Customer Engagement, and Remote Optimisation & Delivery
• Deliver sales and revenue outcomes measured by Business Lending FUM drawn and cross-sell opportunities
• Reduce customer and product attrition across Business Lending, Home Lending, Business Accounts, and Working Capital
• Drive customer experience and improve Net Promoter Score
• Ensure team productivity through effective sales operating rhythms, response times, and opportunity conversion
• Maintain accountability for operational risk and credit risk
• Establish a coaching culture that develops credit expertise and supports employee potential
• Build stakeholder relationships, influence outcomes, and collaborate to solve complex problems
• Create a customer-focused culture through needs-based conversations, customer feedback, and complaint resolution
• Manage resources, rostering, and operational efficiencies to deliver customer responsiveness

Requirements

• Strong Commercial Credit Assessment expertise
• In-depth knowledge of SBB lending processes, credit policies, risk evaluation, and credit structuring
• Proven stakeholder and relationship management ability
• Excellent coaching and mentoring capabilities
• Strong problem-solving and analytical skills
• Demonstrated customer solutioning capability
• Strong commercial acumen and strategic thinking
• Effective influencing and negotiation skills
• Passion for helping business owners through financial guidance and lending expertise

Core Competencies

Demonstrates strong expertise in Commercial Credit Assessment and SBB Lending Processes, with a focus on stakeholder relationship management and customer solutioning. Proven ability to lead teams, drive sales outcomes, and foster a coaching culture that enhances credit expertise and operational efficiency.

Highest-signal resume keywords

• Commercial Credit Assessment Expertise
• SBB Lending Processes Knowledge
• Stakeholder Relationship Management
• Coaching and Mentoring Capabilities
• Problem-Solving and Analytical Skills

Hard Skills

• Credit Policies
• Risk Evaluation
• Credit Structuring
• Sales Operating Rhythms
• Opportunity Conversion
• Customer Experience Improvement
• Net Promoter Score Management
• Operational Risk Management
• Credit Risk Management
• Customer Solutioning

Soft Skills

• Influencing Skills
• Negotiation Skills
• Strategic Thinking
• Commercial Acumen
• Coaching Culture Development

Industry Keywords

• Business Lending
• Home Lending
• Business Accounts
• Working Capital
• Customer Engagement
• Remote Optimisation
• Sales and Revenue Outcomes
• Customer Feedback
• Complaint Resolution
• Operational Efficiencies