Team Leader – Mortgage Origination

Key Purpose 

As a Team Leader, your role will be to drive revenue growth while maintaining operational excellence. You will support a dual-function team—encompassing both high-performance Sales Consultants and a dedicated Sales Support unit—to bridge the gap between business partners and internal processing. Your primary objective is to provide the structure and tactical support necessary to exceed sales targets while ensuring a seamless, world-class client journey from lead to finalization.

Key Responsibilities

Sales Support & Performance 

• Team Coaching: Lead, motivate, and coach a team of property finance sales consultants and sales support staff to foster a high-performance environment.
• Goal Alignment: Support the clear objectives set for the team, aligning them with the department’s overall sales strategy.
• Performance Tracking: Conduct regular performance reviews (iStrives), providing constructive feedback to help team members achieve individual and collective targets.
• Pipeline Management: Monitor sales consultants’ and sales support pipelines daily to drive increased application submissions and conversion ratios

Operations 

• Workflow Coordination: Manage the central mailbox and lead distribution, ensuring deals are assigned rapidly and redirected to backup staff during high-volume periods.
•  Accountability: Drive a culture where sales support and consultants are mutually accountable for deal success, acknowledging that support income is directly impacted by sales conversion.
• Specialized Lending: Manage Plot & Plan, Easy Properties and development loan administration, ensuring application accuracy and timely approvals.
• Assist with preparation of commission schedules.
• Efficiency Control: Manage the mortgage origination pipeline and Not Taken Up (NTU) processes to maximize efficiency and final approvals.

Channel Support and Stakeholder Engagement

• Liaison & Support: Act as the central point of contact for mortgage originators, providing expert advice on property finance solutions.
• Escalation Handling: Resolve challenges or roadblocks faced by originators, and handle escalations, exceptions, and client complaints.
• Relationship Management: Develop and maintain strong relationships with external vendors, ensuring clear and timely communication throughout the sales process.
• Amazing Service: Promote the “Amazing Service” culture across all internal and external client and stakeholder interactions.

Technical & Strategic Support

• Deal Structuring: Assist in deal structuring, motivating declined files, and assisting with applications that consultants are uncertain about.
• SLA Adherence: Ensure efficient processing of all external vendor home loan applications, meeting strictly agreed-upon turnaround times.
• Valuation Oversight: Follow up on outstanding valuations daily and authorize increase valuations where necessary to ensure speedy delivery to Credit.
• Registration pipeline escalations. Manage registration pipeline to ensure seamless FICA verification and avoiding bottlenecks and delays in lodgement.

Governance and Compliance 

• Ensure team is compliant with regulatory, legislative, and internal policy requirements.
• LOA call monitoring and flagging of non-compliance.
• Promote adherence to the company’s Code of Ethics, values, and the “Amazing Service” culture.
• Manage behaviors that protect and enhance the company’s reputation and brand.
• Ensure all Service Level Agreements (SLAs) are consistently achieved. 

Systems and Process Management

• Manage and optimize ComCorp or other mortgage origination systems for process efficiency and reporting accuracy.
• Review and maintain complaints registers (internal and external) and implement corrective actions.
• Monitor and report on mortgage application turnaround times, pipeline efficiency, and operational performance.
• Lead continuous process improvement initiatives to enhance efficiency, client satisfaction, and compliance.

Minimum Requirements

Minimum Education Qualification

• Matric / Grade 12 / National Senior Certificate
• Bachelor’s Degree (Preferred)

Minimum Experience:

• 2 to 3 years’ sales experience in the financial services industry or related

Competencies

Technical Competencies:

• Strong commercial acumen
• Project coordination and delivery
• Analytical and problem-solving ability
• Intermediate Microsoft Office and Excel proficiency
• Quality and service orientation
• Negotiation and influencing skills 

Behavior Competencies:

• Excellent communication and relationship-building skills
• Participative and empowering leadership style
• Accountability and ethical conduct
• Adaptability and openness to change
• Proactive and results-driven mindset
• Ability to work independently and under pressure