Manager Lender Coaching
About the Business
Customer Service Lending (CSL), part of Retail Banking Services, drives proprietary mortgage growth and delivers outstanding customer service. We collaborate across the bank to build a brighter future, aiming for a Group NPS of +30 and 50% market share in Proprietary Lending.
The Opportunity
As an experienced senior coach, the focus of your role will be to support RBS management by coaching and training lenders to achieve outstanding customer and sales outcomes through improvements in lender capability.
You will also need to ensure that lenders and Managers understand the compliance requirements and you will support them to be accountable for high quality lending outcomes. You will work closely with the Home Buying Academy coaches to enhance knowledge of CBA products, processes and systems.
More specifically, you will be required to:
Coach and train lenders and managers to enhance knowledge, capability, and compliance, ensuring improved performance, reduced errors, and achievement of key business outcomes.
Contribute to training design and content and implement training initiatives aligned with new projects and business strategies.
Stay abreast of business changes and new CBA products, processes and systems
Adheres to approved training and development programmes, to maintain compliant and uniform standards
Oversee ongoing accreditation of Network Lending Staff and track online learning progress to ensure timely and successful completion.
Coach/advise Line Managers on managing the sales pipeline to ensure the effective use of resources, effective actioning of leads and strategies to optimise lending outcomes
Build relationships, contributing ideas and developing strategies with others to optimise lending opportunities for the customer and the Bank
Assist Line Manager to ensure that team members comply with the Bank policies and procedures
We’re looking for people with:
Demonstrated experience in the home lending environment
Experience and commitment to driving excellence and quality outcomes in the lending environment
Advanced knowledge of CBA home loan processes and systems
Exceptional planning and time management skills
Demonstrated Leadership experience
Demonstrated Coaching experience
Sound knowledge of the Group's sales and service methodology and processes
What’s in it for you?
This role offers a unique view into the Retail Bank’s Lending Channels, with exposure to areas like Risk, Analytics, Product, and Sales. You'll develop valuable skills in coaching, communication, coordination, and influencing—transferable across roles and product areas. Whether advancing upward or moving laterally, this position opens diverse career pathways within the RBS community.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services. We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
