Available Position (Company name withheld)

Broker Enablement Manager (12 month Secondment opportunity)

Reporting to the State Director VIC/TAS

About the role:

The Broker Enablement Manager is a pivotal role within the state team, focused on driving broker productivity, capability and continuity of service across a defined portfolio. This role delivers proactive, high-quality support to brokers through virtual channels, ensuring they remain compliant, confident, and connected to the tools and people that help grow their businesses.

You’ll be responsible for empowering a portfolio of brokers to better leverage MyCRM, embedding operational best practice, and solving high-value issues that can impact broker performance. You’ll also act as the key escalation point for complex operational matters and provide continuity during transitions or team gaps.

This is not an administrative support role. It is a role for someone with strong commercial acumen, a deep understanding of the broking ecosystem, and a customer-first mindset. You’ll work alongside state leaders and specialists to help deliver the Loan Market Promise — enabling brokers to run more productive, more profitable businesses.

Key Focus Areas:

Broker Portfolio Enablement:

• Own a portfolio of segmented brokers, ensuring high service levels and broker satisfaction.
• Proactively drive tech adoption, operational efficiency, and productivity.

Strategic Support for High-Value Businesses

• Act as the escalation point and resolution owner for complex operational matters impacting top-tier businesses.

• Partner with Associate Directors and BSMs to ensure seamless support.

Continuity & Coverage

• Serve as the interim contact for broker portfolios during planned or unplanned BSM absences.
• Maintain service delivery consistency across transitions or gaps.

Induction & Onboarding Assistance

• Support the State Training Specialist during peak induction periods or national rollouts.
• Help ensure new brokers are smoothly onboarded, with systems, access, and support in place.

You will engage with brokers predominantly via google meet, over the phone and via email for any agreement/general enquiries, coaching and planning sessions as well as on-line training.   Your allocated portfolio, based on segmentation, will not require regular face to face visits..

This role is not intended to replace Ask LMG - Ask LMG should remain the first point of contact for all operational matters for both network and corporate.  Nor is this role intended to resolve operational matters for all businesses in the state - the priority will be supporting your own portfolio as well as providing additional support/ resolution of complex matters for our highest value businesses only.

Key responsibilities:

• Engage and build relationships within broker portfolio, lender partners and State team coordinating promise delivery (across all promises) for your allocated portfolio - facilitating connections to relevant specialists etc (marketing, compliance, training etc)
• Assist brokers to save time and stay safe by embedding and optimising MyCRM technology (Pipeline and Workflow Activity Management).
• Ensure brokers and their businesses remain safe and compliant by providing support to meet their compliance obligations.
• Resolution of complex operational matters where referred to you - regularly keeping the broker and the AD/ BSM up to date on progress.  These matters can include but are not limited to agreements, accreditations, restructures, commissions/ clawbacks etc,
• Facilitate online training/events and drive engagement and attendance at Networking events, PD days, Conferences and Training sessions.
• You will work closely with required stakeholders to facilitate a seamless onboarding experience for new brokers to LMG within your allocated state or territory including business establishment, database migration and activation of required MyCRM features/functions. 
• Provide exceptional customer service and resolve issues in a timely manner.
• Liaising with internal and external stakeholders to communicate important
  information and escalate any issues if required.

Success profile for this role:

• Exceptional customer focus/ service orientation
• Solid understanding of how to use  MyCRM and other key technologies in order to train/ coach and upskill your businesses
• An excellent broad knowledge of aggregation, our internal ways of working and how best to navigate and trouble shoot complex matters that arise
• Strong internal relationships- able to navigate and influence stakeholders to resolve issues/ get outcomes
• Exceptional organisational and time management skills, with a tech-savvy approach.
• A positive, eager-to-achieve attitude
• Excellent, proactive communication skills both written and verbal -  not afraid to call brokers or internal stakeholders during difficult times, not hide behind emails/ texts.
• Ability to think critically and exhibit some degree of self-leadership.    
• A continuous learning mindset - always being curious about how businesses can improve, and learning from some of our best businesses to help others, how we can continue to add value                         
• Capable of managing and prioritising tasks, with strong attention to detail.
• Thrive in a fast-paced environment.
• Strong analytical and problem-solving capabilities
• Ability to operate and succeed in an agile environment, working Cross-functionally, to successfully deliver effective outcomes for customers.
• A self-motivated individual with a desire to improve and evolve in a changing
  Environment.