Team Leader - Mortgage Services - 6 Month Secondment

At ING, we’re all about helping people and businesses thrive — and our Mortgage Services team plays a critical role in making that happen.

We’re looking for a Team Leader, Mortgage Services to lead and empower our Application Capture team, driving high performance and delivering exceptional service to our brokers and customers.

In this leadership role, you’ll oversee the day‑to‑day operations of a team responsible for the accurate input and validation of residential home loan applications, ensuring they’re ready for assessment by our Credit team. You’ll manage workflow, maintain quality and service levels, and embed a culture that consistently delivers timely, reliable and customer‑focused outcomes. As a key member of the Mortgage Operations Leadership team, you’ll also contribute to strategic objectives and help shape the future of our mortgage operations function.

This is a 6-month secondment based in Wyong.

What you’ll do

• Leadership of an operational Mortgage Services team including developing and maintaining a high-performance culture.
• Act as a subject matter expert for Application Capture tasks. This involves but is not limited to implementing clear procedures, working with internal business stakeholders to identify, prioritise and implement improvements and ultimately drive market leading customer service & efficient processes.
• Support the development and building of process and systems capabilities.
• Ensure the team executes processing tasks accurately and efficiently.
• Support and act as an SME for process reviews or straight-through processing projects.
• Create and maintain a high performance and risk aware culture within the team.

What we’re looking for

• Proven leadership experience, including leading high‑performing operational teams and driving a positive, engaged team culture.
• Demonstrated ability to implement change, including improving processes, systems, and team capability in a fast‑moving environment.
• Strong analytical and problem‑solving skills, with the ability to interpret data, identify trends and risks, and make informed decisions.
• Excellent communication, coaching and stakeholder‑management skills, with the ability to influence, develop and support others across teams.
• High attention to detail and strong organisational skills, with the ability to juggle competing priorities, maintain quality, and meet service levels.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us 
 

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Wednesday, the 25th of March.
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

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