Triage Team Manager

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 Job Description - Triage Team Manager (0000CIW9)

Job Description 

Triage Team Manager : 0000CIW9 




Mortgage Care - Triage Team Leader


Retail Banking and Wealth Management (RBWM) serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.


Mortgages & 3rd party broker proposition is a key contributor to the HSBC retail banking strategic framework in Australia. An opportunity presents itself to lead the Mortgage Triage team who are a key function in supporting the achievement of the proposition objectives.


The role is responsible for leading, coaching, motivating and developing a team validating mortgage applications, adhering to high quality standards and keeping within agreed service levels to provide an outstanding customer experience to the valuable Broker and customer base.  Extensive knowledge of mortgages and loan process, proven leadership capability, and high interpersonal & relationship building skills are critical to being successful in this role. 


The job holder has responsibility for:

  • Providing leadership in the form of workflow management, performance management, and compliance.

  • Management of SLAs (Service Level Agreements), quality, and customer experience
  • Initiating and driving change in the network by introducing best practices, employee engagement and new behaviour to promote a customer focused culture.

  • Drive process improvements eliminating barriers to accuracy, productivity, and quality
  • Managing all staff activity, quality and service levels whilst driving a culture of high performance.
  • Monitoring and supervising all application validations and procedures, ensuring they adhere to Business standards and policies.

  • Coaching and leading the team to create an environment of ongoing learning and development






To be successful in this role, you will need:

  • Minimum 5 years’ experience within finance and banking industry

  • Previous leading, coaching and management experience is desirable

  • High knowledge of mortgage products and services

  • Sound knowledge and understanding of compliance and audit requirements of retail banking

  • Exceptional written and verbal communication skills

  • The ability to lead, supervise, mentor and motivate within a high performing team.

  • Strong problem solving skills to effectively and efficiently in a fast paced, high pressure environment, with refined decision making and risk management

  • Must have an analytical approach with strong intuitive reasoning skills and a high attention to detail



  • Demonstrate ability to set stretch goals for self and the ability to deliver these with courage and tenacity

  • Authentic and show ability to engage with colleagues and clients to deliver at pace

  • Make considered decisions that protect HSBC and our clients

  • Must have high level of self-efficacy, with a solution oriented mindset, a well as courageous integrity and willingness to speak up to ensure we always do the right thing





You’ll achieve more with HSBC.


HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited.




Job Field

 : Sales

Primary Location

 : Asia Pacific-Australia-New South Wales-Sydney


 : Full-time 


 : Day JobType of Vacancy : Country vacancy

Job Posting

 : 14-Mar-2019, 12:11:48 

Unposting Date

 : 28-Mar-2019, 20:59:00  

16 March 2019
Location: Australia New South Wales Sydney
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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