Company Description
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 our proprietary AI platform, a national network of 1,300 brokers and 220 retail stores, and an integrated ecosystem of property services, Lendi Group supports customers at every step of their property journey to find, buy and own with confidence. Managing a $107B+ loan book, the Group continues to set the pace in the industry and was recently recognised as Aggregator of the Year.
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.
About the role
The Packaging Manager leads the Manila-based Home Loan Packaging Team and is accountable for delivering high-quality, assessment-ready submissions. This is a hands-on people leader role that combines day-to-day queue management with coaching, quality oversight and stakeholder coordination. The role exists to improve submission quality, reduce avoidable assessor rework, resolve missing information and clarifications efficiently, and ensure every file is packaged with clear status, rationale and handoff notes before entering assessment.
Job Description
- Lead, coach and develop the Packaging Team, setting clear expectations for productivity, quality, queue discipline and stakeholder service.
- Manage daily workflow, work allocation and queue priorities to ensure files progress efficiently and agreed service levels are met.
- Oversee packaging quality across the team, including completeness standards, handoff notes, submission readiness and control discipline.
- Act as the first escalation point for complex files, missing documents, clarification issues, ageing items and stakeholder concerns before handoff to assessment.
- Partner closely with origination, operations and third-party stakeholders to align on requirements, handoff standards, status visibility and feedback loops.
- Drive a clear operating rhythm across the team, including daily queue reviews, weekly quality and workload reviews, and launch-period issue resolution.
- Support the setup and ongoing refinement of SOPs, checklists, readiness criteria and team controls as the function matures.
- Track and report on service performance, rework themes, file ageing, quality outcomes and launch risks to relevant Manila and Australian stakeholders.
- Remain hands-on in the workflow where required, assisting with triage, packaging review and priority files during peak periods.
- Ensure the team operates within defined scope, focusing on pre-submission packaging rather than credit decisioning or broader product and policy ownership.
Qualifications
- Proven experience leading or supervising an operations, mortgage processing, loan packaging or pre-assessment team.
- Strong understanding of residential home loan documentation, submission preparation and quality control, ideally including self-employed application complexity.
- Strong understanding of credit policy and credit risk concepts.
- Demonstrated ability to manage queues, balance workload and improve throughput without compromising quality.
- Experience coaching team members, lifting capability and managing performance in a structured operational environment.
- Strong stakeholder management skills with the ability to work effectively across origination, assessment and support teams.
- High attention to detail with sound judgement in identifying missing information, inconsistencies and submission risks.
- Clear written and verbal communication skills, including concise file notes, status updates and escalation summaries.
- Comfort working in a fast-paced environment with evolving processes, launch activity and continuous improvement priorities.
- Good understanding of role boundaries, with the ability to enforce process discipline while avoiding credit decisioning responsibilities.
- Experience in Philippine people leadership, workforce management and performance management is preferred.
Additional Information
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 once 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.
