Team Lead – Customer Engagement

• Lead a team of bankers across Cashflow Solutions, Lending Solutions, Customer Engagement, and Remote Optimisation & Delivery
• Drive sales and revenue performance through Business Lending FUM and cross-sell opportunities
• Reduce customer and product attrition across Business Lending, Home Lending, Business Accounts, and Working Capital
• Improve customer experience and Net Promoter Score
• Manage team productivity, response times, and conversion of opportunities
• Ensure operational-risk and credit-risk accountability
• Establish a coaching culture and develop deep credit expertise
• Build stakeholder relationships and collaborate to solve complex problems
• Embed customer-focused practices, including needs-based conversations, customer feedback, and complex complaint resolution
• Manage resources, rostering, and operational efficiencies

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 commercial credit assessment expertise and in-depth knowledge of SBB lending processes, credit policies, and risk evaluation. Capable of driving sales performance while fostering a coaching culture and building stakeholder relationships to enhance customer experience.

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