IT Support Manager

Makati, Metro Manila, Philippines | Full-time | Fully remote

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Through a merger in 2021, the Lendi Group brings together Lendi (and Australia’s #1 online home lending platform) and Aussie Home Loans, Australia’s leading branded mortgage broker. We're revolutionising the industry with a best-in-class technology platform and suite of tools that take the hard work out of home loans for our Customers and Brokers alike. Every day we help thousands of Australians research, compare, apply for, and settle their home loans.

Our vision:    To create a new era of seamless connection in property finance.

Our mission: To change the way Australians experience property lending, for good. 

About the role:

The IT Support Manager will be providing support to Lendi Group’s daily operation and leadership to the IT Support team based in Manila. 

As a leader, this role requires an energetic and motivated leader to support the development of the team members with a focus on coaching and mentoring. 

As part of the IT Support team, this role has a high level of interaction with brokers and corporate users, internal & external stakeholders and requires technical competence across Lendi Group processes and systems support.

What you will be doing:

  • Embedding a support framework within the Technical Support Level 2 team, creating tangible and measurable efficiencies.
  • Management of change processes that impact operational processes.
  • Workflow and resource planning to enable the delivery of core operational support activities
  • Design, implement and review processes to improve efficiency and effectiveness, with a focus on mitigating risk and meeting business objectives
  • Establishing processes and identifying gaps in existing processes which are then remediated with operational improvements and enhanced controls.
  • Involvement in Aussie Strategic projects and system enhancements.
  • Liaise with relevant internal and external stakeholders for additional information to resolve specific enquiries
  • Ensure adherence with all company policies, risk appetite, and legislative requirements
  • Providing support and coaching to develop individuals and build an inclusive team culture
  • Evaluate individual and team performance to identify skill gaps, develop capabilities, and grow career opportunities 
  • Management of daily output with a focus on timelines and accurate delivery  

What we're looking for:

  • Has at least 3+ years of experience handling a team 
  • Has at least 6+ years of experience in the IT Support or Tech Support industry 
  • Has experience working with a financial, financial services or similar company is highly desirable
  • Has the ability and desire to coach, mentor and develop team members
  • Has the ability to prioritise and manage teams, both when times are quiet and when dealing with major incidents under pressure
  • Can identify, manage and mitigate risks: ensuring the practices and procedures followed by the IT support team minimise risk to the business.
  • Has fundamental knowledge of the technical systems and processes under management (ie, no need to be a subject matter expert, but should have a working knowledge of these):
    • O365/M365 (especially Outlook and Teams)
    • Salesforce
    • Laptops (Windows and Macs)
  • Highly prefers someone who will be familiar with BMC Helix, Atlassian products & Azure
  • Has experience with a similar business model of brokerage, franchising, financial services and online web services is a plus
  • Can easily communicate with internal and external stakeholders (oral & written). This includes the ability to effectively communicate to non-technical members and leaders.
  • Has the ability to work under pressure and prioritize projects/tasks 
What's in store for you at Lendi?
 
  • Continuous improvement: Unrivalled support & training!
  • Career progression
  • HMO for you and one dependent 
  • Life Insurance
  • Virtual Social Club
  • Great company culture!
  • Flex-first (WFH set-up): You can work from home or at the office! All up to you!
  • & many more!
How to Flexi-first:
 
  • You must have a stable fixed internet connection
  • Lendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, & headset
This is a unique opportunity to join one of Australia's most exciting brands in the tech finance industry. As we grow, we want to take you on the journey.