About

• Who We Are Join a dynamic and supportive team where you’ll play a key role in delivering exceptional service to our valued clients. As a growing global organisation, we offer real opportunities for career progression and development across Operations, IT, Sales, Legal, Finance, and Shared Services in Australia and New Zealand. We pride ourselves on a flexible and friendly work environment built on collaboration, accountability, and strong team culture. We’re proud to have been awarded the Great Place to Work Certification for the fourth consecutive year. This achievement reflects our people, our progress, and the inclusive culture we continue to shape together. Your voice matters here, and we’re committed to continuously improving and ensuring this remains a workplace where you can thrive. If you’re looking to grow your career in a professional and empowering environment, we’d love to hear from you. Job Summary We’re looking for an experienced and motivated Team Leader to join our fast-paced mortgage services team. In this role, you’ll lead, coach, and empower a high-performing team to deliver exceptional service and meet client expectations. You’ll manage day-to-day operations, ensure compliance with internal policies and client-specific processes, and champion continuous improvement initiatives. About The Role Manage client expectations and ensure SLA and contractual obligations are consistently achieved. Oversee team activities to meet customer requirements and champion the Client Experience Program. Participate in client meetings and governance forums; act as point of escalation in the absence of the Service Delivery Manager. Ensure compliance with internal policies, customer-specific processes, and workflow management tools. Foster a culture of innovation, continuous improvement, and high performance. Recruit, develop, and retain talent while managing team performance against KPIs. Monitor productivity and quality targets, interpret performance data, and implement improvements. Ensure adherence to risk, compliance, and Work Health & Safety standards. About You You’re a proactive leader with strong mortgage and people management experience. To succeed, you’ll bring: Sound knowledge of end-to-end mortgage processing and familiarity with land titles and property law. Demonstrated experience in a fast-paced financial services environment. Proven leadership skills, including delegation, performance management, and team development. Excellent communication, organisational, and stakeholder management skills. Strong IT competency and ability to interpret data for process improvement. Relevant tertiary qualifications (e.g., conveyancing, mortgage) Experience using workflow management tools. 3+ years of people management experience. What We Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. We’re committed to supporting your personal and professional growth through meaningful benefits, recognition programs, and a workplace culture that values wellbeing, connection, and development across Australia and New Zealand. HERE’S WHAT SETS US APART: Employee Assistance Program (EAP) Employee Referral Program Flu Vaccination Program Fundraising Challenges Social Teams & Events Tenure Recognition Program Rewards and Recognition Program Training & Development Discounted First Title Insurances At FMS, we have a team of over 300 people located throughout Australia and New Zealand, as well as support from First American in the US. Together, we strive to achieve the best outcome possible for our clients and their customers. We’re proud to have been awarded the Great Place to Work Certification for the fourth consecutive year. This achievement reflects our people, our progress, and the inclusive culture we continue to shape together. Supporting the financial sector since 2001 At FMS, we specialise in delivering the full range of mortgage processing and administration services. For over 20 years, we’ve provided financial institutions with a broad range of services, including mortgage processing, FASTRefi title insurance, conveyancing and BPO processing. We’re proud of the strength of our brand, strong parent backing from First American, long term client relationships and our proven specialist capability across the mortgage fulfilment value chain.