Manager - Onboarding, Lending and Transfers

We Put the World on Vacation

Responsibilities:

Lending Oversight and Responsible Lending

• Loan Decisioning and Oversight: Oversee the credit assessment and approval process for consumer loans, ensuring all decisions are made in accordance with internal credit policies and the National Consumer Credit Protection (NCCP) Act.

• Responsible Lending: Ensure responsible lending obligations are consistently met across all loan originations, including assessment of customer capacity, verification processes, and documentation standards.

• Policy Adherence and Training: Maintain and regularly review lending policies and procedures to reflect legislative changes and business priorities. Ensure team training is current and aligned with responsible lending principles.

• Risk Management: Identify and monitor emerging risks related to credit approvals, loan performance, and compliance breaches. Work closely with Legal and Compliance to address concerns or irregularities.

• Escalations and Exceptions: Manage escalated or complex lending scenarios and exceptions to standard policy, providing balanced decisions that align with both risk appetite and customer outcomes.

• Loan Portfolio Reporting: Report on lending trends, approval rates, declined applications, exceptions, and customer complaints to inform business decisions and continuous improvement.

Operational Efficiency and Compliance

• Process Analysis: Analyze existing and proposed methods to develop more efficient and streamlined processes.

• Legislative and Regulatory Compliance: Comply with relevant legislation including Privacy Act, National Consumer Credit Protection Act, and Anti Money Laundering.

• Audit and Data Integrity: Support all departmental audits.

• Workflow Management: Manage daily workflow and timelines are achieved accurately.

• Policy Development: Formulate and implement policies that support operational efficiency, compliance, and strategic initiatives.

Issue Resolution and Quality Assurance

• Issue Resolution: Investigate and resolve issues arising from data maintenance and customer interactions.

• Quality Audits: Conduct quality audits, offering feedback to improve service quality.

• Data Integrity: Ensure robustness and integrity of data provided.

• Customer Satisfaction: Develop and encourage objectives, strategies, and plans aimed at achieving high customer satisfaction.

Leadership and Team Development

• Leadership Communication: Ensure effective communication, support team members, and empower others.

• Performance Management: Regularly review team performance, providing direction and feedback. Develop, implement, and report on OKRs and KPIs.

• Recruitment and Team Development: Contribute to the interviewing and recruitment of new staff and develop and train team members.

• Innovation and Improvement: Inspire and create process improvements, fostering a culture of innovation.

Strategic Planning and Reporting

• Strategic Planning: Develop and execute operational strategies that align with organizational goals and drive business optimization.

• Reporting: Utilize comprehensive reporting mechanisms to track performance metrics, identify trends, and inform strategic planning.

Key Position Criteria:

• Ability to travel as needed

• Commitment to continuous improvement strategies and attention to detail

• Demonstrable use of reporting and analytical tools including MS Excel, Access, Power BI and like applications

• Excellent interpersonal and communication skills

• Excellent time management, multitasking and organizational skills with the ability to delegate appropriately

• Strong understanding of credit risk and responsible lending obligations, including decisioning frameworks, NCCP, and internal credit policy

• Understanding of regulatory requirements and framework under NCCP, ACL, Privacy, Debt Collections, AML and the like

• First-rate customer service

• First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution

• Flexibility, with a willingness to undertake a wide variety of tasks in a fast-paced environment and able to prioritize work

• Previous experience managing and supervising staff

• Self-motivated leader with demonstrated commitment to outstanding customer service

• Significant experience managing, motivating and inspiring staff

• Strong analytical skills and ability to problem solve and improve processes

• Strong leadership with a positive demeanor to motivate staff and promote a positive team environment

• Work autonomously in a fast-paced environment as well as within a team across many business units

• Work well with minimal direction

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.