Team Leader - Banking Consultants


During a dynamic phase of growth and technology-led business transformation, Macquarie’s Personal Banking Direct team are looking for an experienced Team Leader to join us and lead teams of Banking Consultants. 

You will be part of a high performing leadership team looking after a large and expanding sales team.

As a Team Leader, you will be responsible for: 

  1. Staff Development and Team Culture;
  • Creating a high-performance culture that supports learning, personal development and growth 
  • Interview and hire new banking consultants and lending associates
  • Onboarding of new staff members – with a focus on their first 90 days with the business
  • Owning and continuously improving the performance management framework, including regular and supporting coaching, 1 on 1’s and side-by-sides
  • Driving team motivation through reward & recognition and celebration of team goals
  • Setting and achieving agreed balanced scorecard targets
  1. Workflow Management, Process and System Knowledge
  • Day to day workflow management of inbound phone lines, online enquiries and general inboxes to ensure agreed SLA’s are met
  • Day to day workflow management of offshore contract generation team to ensure agreed SLA’s are met
  • Building strong credit, product and process knowledge, and have an ability to identify and close knowledge gaps in the team  
  • Identifying and raising feedback through appropriate channels on changes required to internal processes to maximise business efficiency
  • Supporting lending associates function to guide all loan applications through to settlement
  1. Customer Experience, Monitoring and Compliance
  • Closely monitor team’s activity through call and file monitoring, sales quality, and performance reporting dashboards  
  • Ensure regulatory compliance and continuous professional development requirements are being met on time across the team  
  • Identify key moments-of-truth in customer experience, and intervene quickly where required to deal with customer escalations and complaints  
  • Close liaison with the Client Care team for complaint management / escalation  
  1. Stakeholder Engagement  
  • Engaging and building effective working relationships with Marketing to deliver positive outcomes for customers, the team and business 
  • Liaising with our settlements team to ensure smooth settlement outcomes for clients
  • Maintaining a strong relationship with our offshore contract generation team to ensure procedures are up to date to ensure timely contracts issuance to clients.
  • Working closely with the sales team to ensure a strong flow of qualified referrals and develop a robust feedback loop
  • Present occasionally to internal or external groups to drive awareness, business activity and engagement 

To be successful in this role, you will have a minimum of 6 years of experience in Vehicle Finance, preferably in a sales-based environment with people management and coaching experience. You will also have outstanding written and verbal communication skills in order to convey complex terms in a clear and concise manner. You will be motivated to achieve team goals and help the team grow personally and professionally.

Tertiary qualification preferable, but not essential. 

In return, we will enable you to develop your skills and take your career to new heights in a high growth business, as well as a diverse and inclusive environment where you will be comfortable in bringing your whole self to work every day.  

If you like the sound of joining this fast paced, dynamic and high performing team, please apply via the link below. 

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity and Inclusion 

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team. 

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need. 


During a dynamic phase of growth and technology-led business transformation, Macquarie’s Personal Banking Direct team are looking for an experienced Team Leader to join us and lead teams of Banking Consultants. 

You will be part of a high performing leadership team looking after a large and expanding sales team.

As a Team Leader, you will be responsible for: 

  1. Staff Development and Team Culture;
  • Creating a high-performance culture that supports learning, personal development and growth 
  • Interview and hire new banking consultants and lending associates
  • Onboarding of new staff members – with a focus on their first 90 days with the business
  • Owning and continuously improving the performance management framework, including regular and supporting coaching, 1 on 1’s and side-by-sides
  • Driving team motivation through reward & recognition and celebration of team goals
  • Setting and achieving agreed balanced scorecard targets
  1. Workflow Management, Process and System Knowledge
  • Day to day workflow management of inbound phone lines, online enquiries and general inboxes to ensure agreed SLA’s are met
  • Day to day workflow management of offshore contract generation team to ensure agreed SLA’s are met
  • Building strong credit, product and process knowledge, and have an ability to identify and close knowledge gaps in the team  
  • Identifying and raising feedback through appropriate channels on changes required to internal processes to maximise business efficiency
  • Supporting lending associates function to guide all loan applications through to settlement
  1. Customer Experience, Monitoring and Compliance
  • Closely monitor team’s activity through call and file monitoring, sales quality, and performance reporting dashboards  
  • Ensure regulatory compliance and continuous professional development requirements are being met on time across the team  
  • Identify key moments-of-truth in customer experience, and intervene quickly where required to deal with customer escalations and complaints  
  • Close liaison with the Client Care team for complaint management / escalation  
  1. Stakeholder Engagement  
  • Engaging and building effective working relationships with Marketing to deliver positive outcomes for customers, the team and business 
  • Liaising with our settlements team to ensure smooth settlement outcomes for clients
  • Maintaining a strong relationship with our offshore contract generation team to ensure procedures are up to date to ensure timely contracts issuance to clients.
  • Working closely with the sales team to ensure a strong flow of qualified referrals and develop a robust feedback loop
  • Present occasionally to internal or external groups to drive awareness, business activity and engagement 

To be successful in this role, you will have a minimum of 6 years of experience in Vehicle Finance, preferably in a sales-based environment with people management and coaching experience. You will also have outstanding written and verbal communication skills in order to convey complex terms in a clear and concise manner. You will be motivated to achieve team goals and help the team grow personally and professionally.

Tertiary qualification preferable, but not essential. 

In return, we will enable you to develop your skills and take your career to new heights in a high growth business, as well as a diverse and inclusive environment where you will be comfortable in bringing your whole self to work every day.  

If you like the sound of joining this fast paced, dynamic and high performing team, please apply via the link below. 

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity and Inclusion 

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team. 

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need. 

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